The Emotional Labor Crisis in CX

from CX Now Hosted by Kustomer

Jess Jackson dives into the emotional labor crisis in customer experience (CX), the impact of AI on team structure and agent exhaustion, strategies to prevent burnout and support agents, cultural approaches to address emotional load, AI's role in supporting agents, and the connection between emotional labor and business outcomes. Takeaways Emotional labor crisis in CX is a critical issue AI has the potential to support and improve the agent experience Chapters 00:00 Understanding Emotional Labor Crisis 09:08 Preventing Burnout and Supporting Agents 14:41 Addressing Emotional Load Culturally 22:21 AI's Role in Agent Support 27:36 Connecting Emotional Labor to Business Outcomes

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The Emotional Labor Crisis in CX

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This episode is 21 minutes long.

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This episode was published on June 5, 2026.

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