Voice First, Future Ready: Designing the Next Era of Conversational AI

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Discover how generative AI is transforming voice technology—from smarter assistants to more human-like interactions. Join Verint’s Bas Hiemstra and Jacob White, hosted by Conversation Design Institute, as they share practical strategies, real-world examples, and contingency plans for scaling voice solutions that truly work.

Voice tech is having a moment and generative AI is amplifying its impact. In this webinar, we’ll explore why voice interfaces are taking off now, how large language models are reshaping voice design, and what it takes to make voice assistants feel genuinely natural, human, and reliable. We’ll go beyond theory, sharing real-world examples of what works—and what to do when AI projects hit roadblocks. You’ll also get a look behind the curtain at the teams, tools, and processes that keep voice solutions scalable, secure, and user-centric. Whether you’re curious about the future or already building advanced voice IVAs, you’ll leave with practical strategies you can apply right away.

What you’ll learn:

The Voice-First Paradigm: Understand the behavioural, technological, and AI-driven shifts making voice a critical interface today.
Generative AI in Voice Design: See how LLMs enable contextual memory, sentiment detection, and dynamic turn-taking—alongside where predictable AI still outperforms.
Designing for the Ear, Not the Eye: Explore the unique challenges and tools for building intuitive, brand-aligned, and inclusive voice experiences.
Practical Lessons from the Field: Learn from real-world successes and discover contingency strategies for when GenAI projects don’t deliver as expected.
Scaling with Trust: Dive into architectures, monitoring, and compliance practices that keep voice solutions reliable, scalable, and future-ready.

Why attend?

Voice technology is entering a new phase, accelerated by GenAI but scaling responsibly requires more than hype. Many teams struggle with applying the right mix of generative and predictable AI, keeping costs under control, and designing experiences that actually resonate with users.

This webinar brings together Hans van Dam, CEO of Conversation Design Institute, with Verint’s Bas Hiemstra and Jacob Murray-White. Expect practical examples you can apply immediately—and insights from leading experts shaping the future of conversational AI.

Bas Hiemstra is a Solutions Consultant at Verint, bringing more than 20 years of expertise in customer engagement technologies to his role. A seasoned specialist in AI-driven solutions, Bas focuses on integrating intelligent assistants as strategic digital collaborators within customer service frameworks. He regularly shares insights at leading industry events, including the Customer Contact Week Europe Summit

Jacob Murray-White is a seasoned leader at Verint with deep expertise in digital-first engagement and contact center innovation. Currently serving as Director of Go-To-Market Strategy for Conversational AI, he drives voice technology solutions that modernize customer experiences. Jacob has shaped digital engagement across APAC since 2018, having previously held strategic leadership roles in IT and customer solutions at major organisations in the USA and Australia.

In 2018, Hans co-founded the Conversation Design Institute to establish processes, techniques, and organizational standards to professionalize the role of conversation design within large enterprises.

Since then, the organization has expanded globally with offices located in Austin and Amsterdam, along with an international team based across Africa, Asia and Australia.

CDI provides industry leading courses and certification across a number of conversational AI disciplines along with services including auditing, consulting and training services to organizations looking to improve their conversational AI capabilities.

Hans also sits upon the board of CDI Foundation, which is focused on undertaking research, education and industry development, along with providing scholarships to help people from underrepresented and disadvantaged backgrounds enter the CAI industry.