Why are CX leaders stuck on the sidelines of AI?

About this episode

The episode discusses why many CX leaders are not engaging with AI and its implications for customer experience.

Send us Fan Mail In this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Bill Staikos, Founder of Be Customer Led, to unpack why many CX leaders are still on the sidelines of the AI conversation — and what that means for the future of the function. They explore how AI is reshaping the “interaction layer” of customer experience, why traditional CX metrics like NPS are no longer enough, and how leading organizations are starting to tie CX directly to revenue, cost, and risk. ...

People in this episode

Host: Nikola Mrkšić

Guest: Bill Staikos

Topics covered

• customer experience
• AI in business
• CX metrics
• revenue
• cost
• risk

Keywords

• customer experience
• AI
• CX leaders
• NPS
• revenue
• cost
• risk

Mentioned in this episode

Organizations: Be Customer Led

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