The esynergy Podcast

How do you adopt AI and data in one of the most human-centred sectors — without losing sight of the people you serve? In this episode of The esynergy Podcast, Ulrike Eder, CMO at esynergy, speaks with Mike Cadden, CTO of Marie Curie, about how charities can use technology to support care, not replace it. 

Marie Curie operates at the frontline of end-of-life care, where demand is growing and pressures across the NHS and wider system continue to increase. Mike shares why the organisation will never be “tech-led” — but must be tech-enabled to better support nurses, patients, carers, and fundraising efforts. 

The conversation explores Marie Curie’s journey from low data maturity — including consolidating 19 separate patient record systems — to building the foundations needed to use AI responsibly and effectively. 

Key topics covered: 
• Why charities must remain people-led, not technology-led 
• Building strong data foundations and improving data maturity 
• The role of architecture in enabling sustainable transformation 
• Practical use cases for AI, from reducing clinical admin to improving engagement 
• Embedding ethics through governance, guardrails, and human-in-the-loop decision-making 
• Why starting with people and processes is critical to successful AI adoption 

Mike also shares how Marie Curie has established an ethics-first AI governance approach, ensuring that innovation is balanced with responsibility in a highly sensitive environment. 

This episode is essential listening for CTOs, data leaders, public and third-sector professionals, and anyone exploring how to apply AI and technology responsibly in complex, human-centred organisations. 

What does it take to modernise credit decisioning in a fast-moving fintech and deliver measurable impact? In this episode of The esynergy Podcast, Grant Ongers speaks with Dan Kellett, Director of Lending and Data Analytics at Carmoola and former UK Chief Data Officer at Capital One, about applying data and AI to real-world lending challenges. After 24 years at Capital One, Dan made the move to a smaller, faster-paced organisation to get closer to delivery and strategic impact. He shares how Carmoola increased loan approvals by 10% while maintaining stable risk, by upgrading credit models with more recent data, richer predictive sources, including enhanced credit reference agency data and open banking and more sophisticated algorithms. The conversation also explores how customer segmentation enables more tailored lending strategies and communications, and how organisations can balance innovation with regulatory expectations. Key topics covered: • Improving credit decisioning with better data and more advanced models • Using open banking and enhanced data sources to increase predictive power • Achieving higher approvals while maintaining risk discipline • The role of customer segmentation in lending and engagement • Insights from the FCA/Bank of England AI forum and evolving governance • A practical, three-layer approach to embedding AI across an organisation • Why leaders must adapt and avoid over-relying on past approaches Dan also shares his perspective on leadership in a rapidly changing landscape, including the need to embrace change, let go of legacy thinking, and build organisations that can move faster and learn continuously. This episode is essential listening for CTOs, data leaders, fintech executives, and AI practitioners looking to deliver measurable business impact through data and intelligent decisioning.

What does it take to modernise one of the most relationship-driven industries in the world? In this episode of The esynergy podcast, Ulrike Eder, Chief Marketing Officer at esynergy, speaks with John Mason, CEO of Placing Platform Limited (PPL), about how digital trading, APIs, and AI are reshaping the London insurance market. PPL supports 80–85% of specialty placements in London, making it a critical platform in the industry’s transition from manual, relationship-led processes to structured, data-driven workflows. John explains how the market is moving beyond “digital replication” — simply recording deals after conversations — toward true end-to-end digital trading, where placement and binding happen within a single lifecycle. The conversation explores how API integration, automation, and agentic AI are changing how brokers and underwriters operate — not replacing relationships, but redefining them. John shares why brokers may evolve toward more advisory, trader-like roles, and how the concept of an “experience economy” will be key to maintaining value in a more digital market. Key topics covered: • The shift from digital replication to fully digital trading • How APIs are enabling integrated, data-driven insurance workflows • The role of agentic AI in operational efficiency and decision-making • Evolving roles of brokers and underwriters in a digital market • Using generative AI to extract and compare unstructured data • Ethical AI adoption, data protection, and secure identity management • Why leaders must move beyond POCs to drive true transformation John also shares practical advice for business leaders, including the importance of conducting an “AI reality audit” — understanding where AI can genuinely deliver value and committing to meaningful change, not just experimentation. This episode is essential listening for insurance leaders, CTOs, digital transformation executives, and anyone navigating AI, automation, and platform-driven change in complex industries.

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. 

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.

Join us this week as we welcome Dave Wilson, a Payments & Technology Transformation Consultant with 23 years of experience in the payments industry. In this episode, David shares his insights on what makes a good engineer and leader, emphasizing the importance of continuous learning, delivering value to customers, and incorporating ethics and empathy into engineering. We also explore AI, discussing why engineering teams need the right tools and whether AI is replacing or augmenting engineers. Finally, David shares his experiences leading an AWS cloud migration and successfully implementing two payment gateways.

In this week's episode, we welcome Joerg Guenther, President and CTO of Exafluence, to discuss digital and cultural transformation. We begin by exploring the essential role of culture in successful transformation projects, with Joerg sharing his global implementation experiences and highlighting the importance of psychological safety in fostering innovation. In the second part of the episode, we delve into AI, focusing on its responsible development and the significance of data management and integrity.

This week, we welcome Daniëlle Bourgondiën, Product Owner of Data Platforms at PGGM Investments. Daniëlle shares her personal data journey, highlighting the crucial role of data accuracy and the importance of advocating for her team. Join us as we explore the challenges of data management, ownership, and governance, and tune in to discover how federated governance can prevent data silos and ensure consistency within your organization.

Tim Howard, Deputy Director, Major Projects, Cross-Cutting Technical Services at The Department for Environment Food & Rural Affairs (DEFRA), joins us this week. In this episode, Tim talks us through his extensive experience of working in the public sector and the evolving parity between the private sector. Get ready to explore the challenges of digital delivery within DEFRA, including how to navigate budget constraints and balance centralization with the autonomy of DEFRA's 35 public bodies. Don’t miss out on learning how to innovate within public sector constraints, including policy development considerations and keeping pace with technological advancements to respond to ever-evolving societal needs.

In this week's episode, we dive into the fascinating world of Wardley Mapping with our special guest, the creator himself, Simon Wardley. Wardley Mapping is a powerful method for visualizing competitive landscapes across economics, technology, and politics, providing crucial insights before making strategic decisions.

Join us this week on our podcast with Atul Agarwal, Director of Personalisation Financial Services, as we delve into unlocking business value at John Lewis. In this episode, we’ll explore the evolution towards data mesh architecture, product thinking in data management, the impact of GenAI in retail, and the critical need to continuously learn and adapt. Tune in for actionable insights on leveraging data and technology to drive innovation and improve customer satisfaction.

Join us this week as we delve into the intricacies of the EU AI Act with two distinguished guests alongside our host, Sunny. In this episode, Alex McKeown, the Head of Data Ethics at Information Governance Services, and Prasad Prabhakaran, the Gen AI Practice Lead at esynergy, will guide us through the implications of the EU AI Act for your business. Tune in to gain insights on navigating the fine balance between leveraging the benefits of AI and mitigating associated risks. Discover how AI adoption can drive innovation while staying compliant with regulatory frameworks. The trio will explore the dynamic landscape of risk assessment in AI, emphasizing the significance of ethics and the necessity of observability, explainability, and maintaining an AI inventory. Don't miss out on this enlightening discussion!

Join Sunny this week as he sits down with Neal Venables, Head of Data Engineering at Marie Curie. In this captivating episode, Neal unravels the intricacies of how Marie Curie remains at the forefront of innovation by harnessing cutting-edge technologies. Tune in as Neal navigates the challenges and triumphs of transitioning data to the cloud, harnessing the power of CRM systems to optimize operations, and embracing groundbreaking tools such as Splink to accelerate the adoption of a single customer view. Plus, delve into the fascinating world of LLMs and discover how incorporating case notes is revolutionizing patient services, all in the quest for delivering better patient services. Don't miss out on this enlightening discussion!

Tune into this week's episode as Sunny is joined by Simone Rabie, Data Governance Manager at Close Brothers. Simone takes us on a deep dive into the realm of climate reporting, sharing her personal journey into the space and illuminating its current landscape. Explore with Simone as she navigates the complexities of international regulations, greenwashing, and greenhushing, shedding light on the vital importance of adopting a proactive federated data governance approach. Prepare to gain invaluable insights on leveraging the power of GenAI sustainably within the intricate world of ESG considerations. Discover the significance of building communities for the cross-sharing of knowledge and collective action in combating climate issues. Don't miss out on this episode filled with enlightening perspectives and actionable strategies for navigating the intersection of data governance, sustainability, and climate reporting.

In this week's podcast episode, Sunny is joined by Jinto Jose, a seasoned Product Manager and Product Area Lead at ING. Discover the unique blend of inspirations—from cricket to NASA and Netflix—that ignited Jinto's passion for all things data. Gain valuable insights as Jinto shares the significance of incorporating product disciplines into your data projects. Drawing on his extensive experience at ING, Shell, and Citigroup, Jinto delves into the nuances of building successful data products at the enterprise level. Explore the critical role of data governance in establishing trust for the seamless execution of your data product projects. Tune in for an engaging conversation that unveils the keys to success in the dynamic realm of data products.

Join Sunny as he welcomes Jimmy Kozlow, Product Manager, Data Mesh at Northern Trust. Jimmy will unravel the core elements of a successful data mesh implementation, delving into the challenges surrounding organizational structure and the decentralization of data. Explore the current maturity landscape of data mesh patterns and gain insights into navigating the adoption curve while transforming team behaviors. Jimmy takes a deep dive into the impactful intersection of GenAI and data mesh, discussing how it has disrupted existing patterns and emphasizing why data mesh remains the indispensable foundation for cutting-edge projects. In a thought-provoking conclusion, Jimmy makes a compelling case for making data governance not just essential but downright sexy. Don't miss this episode filled with illuminating perspectives on the intricacies of data mesh, its challenges, and its pivotal role in the evolving landscape of data management.

Embark on a fascinating journey with Sunny as he welcomes Neil McIvor, the Chief Data Officer at the Department for Education, to the spotlight. In this episode, Neil leverages his profound experience in the public sector to unveil the omnipresence of data – from mundane tasks like painting your house to the high-octane world of Formula 1! Get ready for a deep dive as Neil simplifies the complexities of end-to-end data platforms, offering invaluable insights into the challenges of steering data strategies within the public sector. Discover the weight of responsibility to the taxpayer and gain a nuanced understanding of the delicate balance required in managing public data. Don't miss out on Neil's ingenious "stratical" solution approach, and learn the secrets behind keeping effective teams motivated. This episode is a treasure trove of knowledge and practical wisdom, making the intricate world of data not only accessible but downright intriguing.

Join Sunny as he welcomes our first guest Graeme Howard, NED, and strategic advisor. Tune in as Graeme, drawing from his wealth of experience in the insurance industry, delves into the dynamic realm of transformation projects. In this episode, explore Graeme's fascinating transition into Non-exec roles, unravel the significance of value-based delivery, and the key traits that define a stellar tech company in our ever-evolving landscape. Get ready for insights into building exceptionally effective teams, as Graeme shares invaluable tips. Discover his perspective on the transformative impact of GenAI in reshaping the operational landscape of the insurance sector. Gain profound insights into why it's crucial to separate the hype from reality, ensuring that GenAI not only captures attention but genuinely delivers tangible business value. Don't miss this episode packed with wisdom, anecdotes, and forward-thinking perspectives on the intersection of technology and the insurance industry.

How do leaders make confident decisions in a world ofconstant disruption, rapid technological change, and growing complexity?

In this episode of The esynergy Podcast, Ulrike Eder (CMO, esynergy) sits down with Simon Wardley, renowned strategist and creator of Wardley Maps, to explore why so many organisations struggle with situational awareness — and how mapping can change that.

Simon shares the origins of Wardley Mapping, the patterns he observed in historical strategy, and how maps help leaders understand their competitive landscape, user needs, and sources of value. The conversation also dives into the evolution of AI, predictions for future technology shifts, and the risks of chasing “shiny new” innovations without strategic context.

Key topics covered:• Why leaders struggle to make informed decisions without effective maps• Situational awareness and its role in modern business strategy• The evolution of Wardley Mapping and how it reveals hidden complexity• AI, large language models, and what’s coming next• Common strategic mistakes, organisational inertia, and how leaders can overcome them• The emerging role of games and open-source models in executive decision-making

This episode is essential listening for business leaders, strategists, technologists, and executives looking to sharpen their strategic thinking, navigate uncertainty, and make better decisions in complex environments.

Available on Spotify, Apple Podcasts, Amazon Music, and YouTube.