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David Rice

Senior Editor

David Rice is a long time journalist and editor who specializes in covering human resources and leadership topics. His career has seen him focus on a variety of industries for both print and digital publications in the United States and UK.

David Rice

10+ published articles on The CX Lead

Tech CCO Says CX Leaders are Over-focused on AI Results While CX Atrophies

Head of CS breaks down the workflows that result in saved time and happier customers

CCO Says AI is Changing CX Org Charts — and That’s Why She’s Transitioning to a “Service Pod” Model

Tech CXO Says Leaders are Over-automating Instead of Fixing Bad Product Design

CCO Says AI Success in CX is About Knowing When to Keep Things Human

CX Expert Says Enterprise Websites Haven’t Caught Up with AI-shaped User Behavior

CCO Says the Success of Your AI Integration Depends on Your North Star

Head of CS says AI can’t run independently in CX workflows — it needs constant oversight

Seasoned Tech CRO Says AI Can’t Replace Domain Expertise

CCO Says CX is Changing from a Reporting Function to Operational Infrastructure That Supports Faster Decision-Making

Co-founder of AI Startup Shares How AI-enabled UI Improves Experiences

CS Transformation Leader Shares What AI Can (and can’t) Fix in Customer Success