The CX Files #32 - Laura Dolan

Learn in this episode:- Why AI is often a "hindrance" rather than a "help" in customer workflows.- How to build and train internal AI agents (like Software’s Coralline) on brand voice.- The specific tasks AI is great at (summarization) vs. what it fails at (empathy and nuance).- Why "prompt engineering" is a mandatory skill for 2026 leaders.- Strategies for maintaining quality control in an automated world.About Laura Dolan: Laura is the former Director of Digital Marketing at Loftware, with a rich background at Optimizely, Autura, and Keap (formerly Infusionsoft). With two decades of experience spanning print journalism to digital UX, she brings a unique, editorial-first perspective to the world of B2B marketing and customer experience.-----Get done-for-you AI self-service results with extreme accuracy, safety, and satisfaction. Visit https://en.helpfeel.com to learn more.#AI #CX #CustomerSupport #TheCXFiles