#cx
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Here’s an excerpt from my latest Substack post: The aspirational AI customer service deployments today aim to not feel cold or mechanical. They are meant to be warm, patient, apparently attentive. They’ll remember what you said three turns ago. They’ll acknowledge your frustration. They tell you they understand. But is that true understanding, or a…
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The most dangerous thing about AI in customer experience isn’t that it gets things wrong. It’s that it gets things right — efficiently, cheaply, at scale — while quietly optimizing away the interactions that create real customer relationships. Think of a river straightened into a concrete aqueduct: the metrics improve, but the ecosystem disappears. That’s the…
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A few weeks back, I sat down for a conversation with Michael Rose of Five9 for their That’s Genius Podcast: That’s Genius Episode 16 Edit: Here’s part 2 of our conversation: That’s Genius Episode 18 Photo by Jonathan Velasquez on Unsplash
nitin badjatia 