Operationalizing Real-Time Voice Intelligence for FinServ and CX - with Ken Morino of Modulate

Voice-based fraud has moved from a fringe security concern to a primary operational risk for financial institutions and enterprise contact centers, and the authentication methods most organizations rely on are no longer adequate. In this episode, Ken Morino, Director of Market and Behavioral Research at Modulate, examines how enterprise leaders can deploy real-time voice intelligence to detect fraud patterns, protect customer trust, and build clear accountability structures across fraud, CX, and compliance teams. The discussion covers where to prioritize investment first, how to integrate voice AI without disrupting existing infrastructure, and why smaller specialized models outperform large general-purpose systems in regulated environments. This episode is sponsored by Modulate. Learn how brands work with Emerj and other Emerj Media options at go.emerj.com/partner.