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Content provided by Blake Morgan. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Blake Morgan or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.
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Why Most AI in CX Is Missing the Mark—and What Comes Next
Manage episode 478438682 series 1250878
Content provided by Blake Morgan. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Blake Morgan or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.
Most AI chatbots are built to answer FAQs—but that only solves a fraction of the problem.
According to Deon Nicholas, founder of Forethought, just 23% of support inquiries are informational. The other 77% require action—like account lookups, password resets, and policy decisions.
That’s where most GenAI tools fall short—and where agentic AI steps in.
On the latest episode of The Modern Customer Podcast, recorded live at the Qualtrics X4 Summit, Deon and I go rapid-fire on the future of AI in CX and EX.
We cover: ✅ Why most chatbots can't handle the majority of real-world support needs ✅ What agentic AI is—and why it's reshaping customer experience ✅ How to personalize at scale without compromising trust ✅ What proactive AI looks like—and why it's the next evolution
If you're serious about using AI to drive real CX results, this episode is packed with insight you can’t afford to miss.
🎧 Ready to rethink your AI strategy? Listen to the full episode now!
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here.
448 episodes
Share
Manage episode 478438682 series 1250878
Content provided by Blake Morgan. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Blake Morgan or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.
Most AI chatbots are built to answer FAQs—but that only solves a fraction of the problem.
According to Deon Nicholas, founder of Forethought, just 23% of support inquiries are informational. The other 77% require action—like account lookups, password resets, and policy decisions.
That’s where most GenAI tools fall short—and where agentic AI steps in.
On the latest episode of The Modern Customer Podcast, recorded live at the Qualtrics X4 Summit, Deon and I go rapid-fire on the future of AI in CX and EX.
We cover: ✅ Why most chatbots can't handle the majority of real-world support needs ✅ What agentic AI is—and why it's reshaping customer experience ✅ How to personalize at scale without compromising trust ✅ What proactive AI looks like—and why it's the next evolution
If you're serious about using AI to drive real CX results, this episode is packed with insight you can’t afford to miss.
🎧 Ready to rethink your AI strategy? Listen to the full episode now!
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here.
448 episodes
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Similar to The Modern Customer Podcast
The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
…
continue reading
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
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…
continue reading
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continue reading
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…
continue reading
Welcome to the What’s Next! Podcast. I’ve met so many brilliant people as I traveled the globe and have had some fascinating conversations that I’ve wished had been recorded so I could share them with you - this podcast was a way for me to recreate those moments and let you in on some fantastic insights. My current conversations center around one objective: what's next for companies and individuals as they look to innovate and grow. I hope these conversations inspire you as much as they have ...
…
continue reading
Rachel Cooke is your guide to leadership and communication, helping you craft a workplace environment you can feel good about. She’ll share tips to help you balance your work and personal life, effectively invest your time, and be mindful about where you’re devoting your energy. Let Rachel help you navigate your path to success—however you define it.
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continue reading
Leading Up is a top-ranking leadership podcast to help you work, lead, and live differently. In Season 7, we’ll shine a light on storytelling, and how it can help aspiring leaders communicate better. Alan Todd, VP of Leadership Development at Udemy, sits down with some of the most thoughtful and exciting leaders, practitioners, and thinkers. Together, we’ll help you unlock your potential and become an even better leader. New episodes drop every Wednesday, so be sure to follow the podcast to ...
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A top podcast for healthcare leaders, with over one million downloads, Radio Advisory is your weekly download on how to untangle the industry's most pressing challenges to help leaders like you make the best business decisions for your organization. From unpacking major trends in care delivery—like site-of-care shifts and the rise of high-cost drugs—to demystifying stakeholder dynamics, to shining a spotlight on priorities that may get overlooked, we're here to help. Our hosts and seasoned r ...
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continue reading
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