AI
Tech CCO Says CX Leaders are Over-focused on AI Results While CX Atrophies
Oremeyi Akah explains why CX leaders must protect trust, empathy, and human connection as AI makes measurable customer outcomes easier to optimize.
CX thought leader shares how CX can use AI to earn a seat at the table
Jim Tincher explains how CX leaders can use AI to connect customer signals with revenue, prioritize journey fixes, and show executives the financial value of CX.
CCO Says AI is Changing CX Org Charts — and That’s Why She’s Transitioning to a “Service Pod” Model
Sofia Barbosa explains how AI is reshaping CX org charts through service pods that unite AI and human teams around end-to-end customer outcomes.
Tech CXO Says Leaders are Over-automating Instead of Fixing Bad Product Design
Shankar Sahai explains why CX leaders should fix bad product design and messy data before using AI to automate customer journey problems.
CCO Says AI Success in CX is About Knowing When to Keep Things Human
Paul Comfort explains why AI works best in CX when it handles research and routine work while humans retain relationships, trust, and strategic judgment.
CX Expert Says Enterprise Websites Haven’t Caught Up with AI-shaped User Behavior
Chris Gibbins explains how AI is reshaping user behavior and why CX teams must solve real customer problems, experiment often, and keep humans in control.
CCO Says the Success of Your AI Integration Depends on Your North Star
Teresa Anania explains why successful AI integration in CX starts with clear outcomes, measurable impact, and the right balance of AI and human expertise.
AI in Customer Experience Management: Strategies & Benefits
Traditional customer experience management is falling behind. Using AI in customer experience management is faster, more personalized, and efficient. Get my strategies and advice on how to use AI to future-proof customer experience management here.
AI in Predictive Customer Insights: Improving Business Decisions
Traditional methods for mining predictive customer insights are falling behind. Using AI for predictive customer insights is faster, more accurate, and scalable. Get my strategies and advice on how to use AI to future-proof predictive customer insights here.