CX Sofa Series: Will AI depersonalise the customer experience?

Everyone’s talking about AI, and how it’s shaping our future – but what does it mean for customers and agents in the CX space? Will jobs be lost to bots? Will personalised customer experience go out the window just as brands have started to become good at it? Or is all this AI hype just a flash in the pan? We speak to Steve Bell, a man who’s been around long enough to see fads and technologies come and go, to get the real insight on whether or not AI will depersonalise the customer experience. (Spoiler – it’s pretty exciting news!)