The esynergy Podcast

What does it really take to move AI from experimentation into everyday business operations? In this episode of The esynergy Podcast, Grant Ongers speaks with Mike Jones, CTO of Loveholidays, about how one of the UK’s largest online travel companies is embedding AI across its organisation — from engineering and operations to customer service and content. Rather than creating a separate AI lab, Loveholidays adopted a three-pronged strategy: improving how software is built, upskilling teams across the business, and evolving the operating model so AI becomes part of how the company works every day. Mike shares how this approach delivered immediate impact in the contact centre. Their chatbot “Sandy”, originally developed during the COVID refund surge, now handles around 60% of chat interactions and 20–25% of voice calls, generating millions in operational savings. Meanwhile “Agent Aura” supports agents with summaries and guidance to improve efficiency and customer outcomes. The conversation also explores how deterministic workflows can constrain LLM behaviour, how AI enables content generation and personalisation at massive scale, and why speed, security, and changing search behaviour make AI both an opportunity and a competitive threat. Key topics covered: • Embedding AI into the operating model rather than isolating it in a lab • Scaling AI in customer service with chatbots and agent-assist tools • Using deterministic workflows to control and operationalise LLMs • Generating and personalising content across thousands of travel products • AI as both a competitive advantage and a new security challenge • Lessons learned from hallucinations, data architecture, and AI governance This episode is essential listening for CTOs, digital leaders, AI strategists, and product teams looking to move beyond experimentation and deliver measurable impact with AI. Available on Spotify, Apple Podcasts, Amazon Music, and YouTube. 

What does product leadership really look like inside a platform serving 60 million customers? In this episode of The esynergy Podcast, Ulrike Eder speaks with Roland Butler, Head of Product Content Solutions at Zalando, about leading products at scale — and ensuring they deliver on the promises the business makes to customers. Drawing on his experience across Zalando, Just Eat, and Book a Table, Roland shares why product leadership is less about functional expertise and more about business accountability. From aligning closely with sales and marketing, to “gear changing” between execution detail and executive context, he explores what it takes to move from product manager to product leader. Roland also discusses the risks of well-intentioned complexity — what he calls the “reverse onion” — and why decisive prioritisation is essential. He advocates for a story-first approach to planning, using a press-release-style narrative to align product, design, and engineering around shared outcomes. Key topics covered: • Defining product leadership beyond the product function • Aligning product with sales, marketing, and business strategy • Avoiding unnecessary complexity through clear prioritisation • “Gear changing” between tactical detail and executive context • Building stakeholder buy-in through proactive relationship management • Creating collective ownership across product, design, and engineering This episode is essential listening for Chief Product Officers, product leaders, digital executives, and scale-up teams navigating complexity, alignment, and growth. 

What does it really take to operate customer-level analytics at global retail scale — and where does AI genuinely add value? In this episode of The esynergy Podcast, Ulrike Eder sits down with Ben Burdsall, CTO of Dunnhumby, to explore how one of the world’s leading retail data science organisations puts the customer at the centre of every decision. Dunnhumby operates within a complex three-sided marketplace connecting retailers, consumers, and CPG brands — balancing loyalty, shelf performance, and commercial tensions. Ben explains how tracking 2.1 billion individual customer profiles (and processing roughly 24 billion records weekly) requires a fundamentally different approach to data architecture, performance, and AI adoption. From building proprietary C++ database accelerators to reduce reporting times from hours to minutes, to balancing experimentation with operational stability, Ben shares what it takes to engineer for scale — and why innovation must start with the problem, not the technology. Key topics covered: Operating customer-level analytics at massive retail scale Why Dunnhumby built proprietary database accelerators in the cloud Balancing traditional AI and generative AI (“staples vs cupcake”) Personalisation done responsibly — and the risks of getting it wrong “AI as a judge” and managing generative AI reliability Bridging batch retail processing with fast, interactive AI experiences Data ethics, privacy, and delivering genuine customer value This episode is essential listening for CTOs, data leaders, retail technologists, and AI strategists navigating scale, performance, and responsible AI in complex commercial ecosystems. Available on Spotify, Apple Podcasts, Amazon Music, and YouTube. 

What does it take for data and technology to deliver real social impact in the third sector? In this episode of The esynergy Podcast, Neil McIvor, Head of Data for the Public Sector at esynergy, speaks with Ryan Preece, Deputy Chief Technology Officer at The King’s Trust, about how third sector organisations can use data, collaboration, and architecture to improve outcomes at scale. They explore the realities facing charities today — from funding pressures and rising demand to digital divides — and why data sharing across organisations is critical to delivering social value. Ryan also shares a pragmatic view on AI adoption in the sector, emphasising the importance of building strong architectural foundations before embracing new technologies. Key topics covered: • The King’s Trust mission and the challenge of youth unemployment in the UK • Data sharing across the third sector to improve efficiency and outcomes • The role of organisational architecture in enabling change • A cautious, purposeful approach to AI adoption • Why collaboration and social value must come before technology hype This episode is essential listening for data leaders, public sector professionals, technologists, and anyone interested in using data and technology for social good. Available on Spotify, Apple , Amazon Music, and YouTube. 

What does it take to modernise legacy technology, scale teams, and embed security at the heart of product development — all while navigating growth and regulation? In this episode of The esynergy Podcast, Grant Ongers, Head of Security Practice, speaks with Ravneet Shah, CTO of Allica Bank, about her journey from Lead Developer to CTO and the realities of building secure, scalable technology in a fast-growing fintech. Ravneet shares how Allica Bank improved legacy systems, built a modern technology stack, and upskilled growing teams — while ensuring security is designed in from the start through continuous collaboration, awareness, and threat modelling. Key topics covered: • Transitioning from Lead Developer to CTO during rapid growth • Modernising legacy technology and building a new tech stack • Embedding security by design through awareness and threat modelling • Upskilling teams while maintaining regulatory and technical discipline • Why technology should be treated as a strategic partner, not a cost centre This episode is essential listening for CTOs, security leaders, engineering managers, and fintech leaders navigating scale, regulation, and secure digital transformation.  Available on Spotify, Apple Podcasts, Amazon Music, and YouTube. 

How do you adopt AI in a highly regulated environment —without losing the human touch? In this episode of The esynergy Podcast, Paul Shiu speaks with Mike Downing, CIO of WPA Healthcare, about WPA’s evolving AI journey, from early experimentation to today’s use of generative AI and intelligent agents.They explore how organisations can build AI capability responsibly, balance automation with human interaction, and use AI to remove bottlenecks and improve outcomes — particularly in customer service and back-office operations.Key topics covered:WPA’s journey from early AI adoption to generative AI and agentsEmbedding AI into processes, not just pilotsBalancing automation with human-led customer experiencesGovernance, skills, and building AI capability in-housePractical advice for leaders starting their AI journeyThis episode is essential listening for CIOs, digital leaders, and healthcare and public-sector organisations exploring practical, responsible AI adoption.Available on Spotify, Apple Podcasts, Amazon Music, and YouTube.

Simon Wardley, a strategy researcher and creator of Wardley Maps, shares insights on navigating complexity in leadership. He discusses the importance of situational awareness and mapping to make informed decisions amid rapid changes. The origins of Wardley Mapping, AI's evolution, and common strategic mistakes are highlighted. Simon emphasizes the value of understanding user needs before adopting new technologies and advocates for using mapping in conflict resolution. He suggests games as innovative tools for enhancing strategic thinking.

How do you tackle transformation when your platform, processes, and commercial pressures all need to evolve at once? In this episode of The esynergy Podcast, Andy Bold (Head of Cloud & Platform Engineering, esynergy) speaks with Lee Provoost (CTO, Flagstone) about leading a major replatforming and migration programme — and the realities behind delivering large-scale change.Key topics covered:• Understanding the difference between commercial debt and technical debt• Breaking down large initiatives into manageable, low-risk phases• Managing bespoke legacy complexity during replatforming• Securing executive alignment and maintaining strong team dynamics• Lessons in resilience, agility, and personal well-being during transformationThis episode is essential listening for CTOs, engineering leaders, digital strategists, and anyone navigating complex system modernisation, organisational debt, or high-stakes technology delivery.Available on Spotify, Apple Podcasts, Amazon Music, andYouTube.

How do you make decisions when your data isn’t certain?In this episode of The esynergy Podcast, Neil McIvor (Head of Data for Public Services, esynergy) speaks with Simon McLellan (Head of Data Engagement, Met Office) about how the Met Office transforms weather forecasts — inherently uncertain — into actionable insights for organisations and the public.Key topics covered:• Managing uncertainty in weather and business data• Turning forecasts into practical, decision-ready insights• Data sharing vs. data exchange: what leaders need to know• Making data accessible and understandable through storytelling• Lessons in purposeful data governance and stakeholder-focused decision-makingThis episode is essential listening for data leaders, technologists, business innovators, and anyone interested in data-driven decision making, forecasting, and practical insights from real-world data challenges.Available on Spotify, Apple Podcasts, Amazon Music, and YouTube.

In this week's episode, we welcome Julia Bardmesser, CEO of Data4Real LLC. With over 20 years of experience in delivering cross-platform solutions in the financial services industry, Julia is renowned for her expertise in maximizing value from data, digital transformation, cloud computing, and AI. She has also been recognized as a Global Data Power Woman. Join us as we explore the challenges of data transformation amidst the AI hype and discuss the critical importance of fostering a strong data culture and aligning data strategies to unlock the full potential of data assets and drive business impact.