Martin Taylor
Co-Founder and Deputy CEO of Content Guru, an expert in contact centre automation and CX technology who advises enterprises on responsible deployment of AI agents.
Best podcasts with Martin Taylor
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Apr 2, 2026 • 21min
The Agentic Train Has Arrived! AI Agents and their Role in CX - Content Guru
Martin Taylor, Co-Founder and Deputy CEO of Content Guru, a contact centre automation and CX tech expert. He explains the shift from GenAI to agentic AI. He describes which CX tasks agents can handle today and which need humans. He outlines how to build on existing automation, scope pilots, and why waiting can risk falling behind.
8 snips
Oct 29, 2025 • 29min
Are Contact Centers Outgrowing Traditional CRMs?
In this discussion, Martin Taylor, Co-founder and Deputy CEO of Content Guru, dives into the rise of Customer Data Platforms (CDPs) in contact centers. With over 30 years in the industry, Martin explains how CDPs surpass traditional CRMs by unifying customer data and enhancing agent experiences. He shares insights on real-world CDP implementations, the challenges of integrating with legacy systems, and the transformative role of AI. Plus, learn how omnichannel approaches create seamless experiences for customers while reducing agent workload.
