How AI Will Transform—Not Replace—Your CX Role
Every day, AI gets a little better at stuff we used to think only humans could do. It analyzes customer feedback, predicts behavior, and personalizes experiences—all faster and more accurately than we ever could. The things that used to make CX pros stand out—like...
The Customer Experience Oversight: Why Your Hiring Process Is More Critical Than You Realize
The Hidden Cost of Your Hiring Process: Your Customers You’ve invested millions in customer experience (CX). Fancy software. Slick interfaces. Training programs that would make Disney proud. But what if your hiring process is quietly undermining all that hard work?...
AI Integration and Strategy: Proactively Planning for Smooth AI Deployment
Members of Frost & Sullivan’s Customer Engagement Leadership Council recently participated in a group discussion designed to generate ideas and problem-solve about shared challenges implementing and integrating AI in the enterprise. Read on for key details and...
Go and See the Work: Making the Invisible Visible
It was fall, and I had just been hired to lead community outreach and patient engagement for an organization centered on serving patients with chronic conditions. Anchored in the heart of value-based care, the organization focused on work that would keep older adults...