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 [...]
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 [...]
We've had several conversations recently with CX leaders that got us thinking. Their AI chatbots were handling thousands of interactions successfully—until one told a frustrated customer to "calm down." Sound familiar? You're not alone. This scenario is playing out in organizations worldwide, and it's exactly why responsible AI governance has moved from "nice to have" [...]
