Somewhere in most organizations right now, a CX team is under pressure to move faster on AI. A competitor launched something. A board member read an article. The tools are impressive, the demos are slick, and the message from above is some version of: why aren't we doing this yet? So, the question on the table [...]
A while back, I was brought in to do foundational work for a company: segment the customer base, build out the personas, and design the value proposition. It was the right work to do. It also took months — interviews, workshops, data pulls, the slow process of turning scattered signal into something the business could [...]
On a recent Customer Experience Live UK panel I was on, something came up that surprised the room. When customers were given a choice between a live agent and an AI agent to resolve a service issue, many chose the AI one. That seems to cut against everything we hear about customers distrusting AI. But [...]
A contact center director I spoke with recently was proud of her team's AI rollout. Automated routing, real-time agent assist, call summarization — the works. Six months in, customer satisfaction scores were trending upward and handle times were down. Then one of her AI-powered chat agents told a visibly distressed customer to "try to look [...]
