Companies Embrace AI-First Strategies For Customer Experience
Shep Hyken and Michele Carlson discuss AI-first customer experience on Amazing Business Radio, outlining five trends shaping contact centers. They highlight agentic LAMs, experience memory, human-centric design, and observability, citing a 40% perception gap between companies and customers. The episode advises measuring outcomes and keeping humans in the loop to improve operations, agent workflows, and customer satisfaction.
Key Points
- 1Identifies five AI CX trends including AI-first, human-centric AI, agentic AI, experience memory, observability
- 2Explains agentic LAMs enable autonomous actions, reducing manual workflows and system switching for agents
- 3Recommends measuring outcomes and keeping humans in loop to close 40% service perception gap
Scoring Rationale
High practical relevance and actionable agentic-AI guidance, limited novelty and based on practitioner commentary rather than peer-reviewed research.
Sources
Public references used for this report.
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