Brandon Kaplan founded Skilled Creative in 2017 and continues to serve as CEO. The agency is well known for delivering voice AI strategy, solutions, and analytics for top media and consumer good companies ranging from Meredith and HBO to Pottermore and Pepsico. In 2022, Skilled Creative was merged with two other agencies to form Journey to create a new "experience" agency with expertise in immersive technologies such as AI, Metaverse, and physical world activations. Kaplan also serves as Chief Innovation Officer of the combined company while directly managing the voice AI business. We discuss the past, present, and future of voice AI, how enterprises are managing the shift to conversation, and the value of the Journey agency model.