Featuring

Martin Gill, VP, Research Director

Show Notes:

AI agents are moving beyond customer service and into supply chain, operations, legal, HR, and other parts of the enterprise. That creates a new customer experience (CX) problem: an AI system can successfully optimize the task it was given while making a terrible decision for the customer.

Hosts Angelina Gennis and Martin Gill explore why CX leaders need to make customer obsession machine-readable. That means turning aspirational CX strategies into customer outcomes, decision rights, escalation thresholds, design standards, service principles, and other explicit context that AI systems can actually use.

We discuss how to:

  • Turn customer obsession into instructions AI can act on.
  • Spot where enterprise AI could undermine CX.
  • Set the right boundaries for autonomous decisions.
  • Give AI the customer context behind good decisions.
  • Start small and make the approach practical.