AI won’t replace agents, but it will replace unprepared CX leaders
Most leaders are thinking about AI the wrong way. Not everyone will agree, and that’s exactly why this matters. Last week I was out in Las Vegas with Jaimie Bell and Ben Alpert attending Enterprise Connect. We sat in on many of the sessions with panels and leaders across the CX and technology space, and […]
Why CX Fails at Scale: The Gap Between Strategy and Daily Execution
If there’s one takeaway CX leaders should internalize, it’s wrong. They fail because they never survive contact with day-to-day operations. At the executive level, CX often looks clean and logical: journey maps, KPIs, technology stacks, staffing models, and quarterly targets. On paper, everything aligns. In reality, the frontline experience that customers actually feel is shaped […]