AI & Customer Experience: Why Human Skills Matter More Now

Bob and Jeremy share what they learned at a three-day London customer experience (CX) conference and why AI now sits inside almost every customer journey.As AI takes care of more of the routine work, the human conversations left behind are often the difficult ones – emotional complaints, complex problems, retention calls and moments where judgement still matters.Bob and Jeremy also challenge some of the thinking currently shaping contact centres, customer experience and customer service strategy.Across the episode they discuss:Why AI and customer experience are now impossible to separateThe rise of AI agents supporting both customers and frontline teamsHow far conversational AI can realistically goWhy Net Promoter Score (NPS) is becoming less trustworthyUsing AI to analyse customer conversations instead of relying on surveysThe gap between AI demos and what companies are actually implementingWhy human roles are shifting towards more emotional, high-stakes conversationsThe importance of smooth AI-to-human handoversThe cost, complexity and training challenges behind AI adoptionWhere the line currently sits between automation and human judgementAnd why customer service conversations are becoming more important commercially tooIf you work in customer experience, contact centres, customer service, sales leadership or CX strategy, this episode will give you plenty to think about.To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.