Why Customer Service Experience Is Getting Worse (and How Leaders Can Fix It)
CX Today16 Helmi

Why Customer Service Experience Is Getting Worse (and How Leaders Can Fix It)

In this interview, he explains why service is slipping despite heavy investment, where AI helps (and where it doesn’t), and the practical steps leaders can take to rebuild CSX from the frontline up. Alex Mead delivers a timely reality check: despite all the investment in journey mapping, NPS and “CX programmes,” the day-to-day service experience is getting worse. In this interview, he argues that “customer experience” has become a catch‑all that too often blurs brand and marketing with the o...

Jaksot(405)

Pragmatic AI vs. “Science Projects”: How to Fix Broken Customer Experiences

Pragmatic AI vs. “Science Projects”: How to Fix Broken Customer Experiences

In an era where data breaches are daily headlines, how a company handles a mistake matters more than the mistake itself. Brad Anderson, President of Product Engineering and Security at Qualtrics argue...

5 Maalis 19min

California Targets Surveillance Pricing, What It Means for Retail, Grocery, and Hotels

California Targets Surveillance Pricing, What It Means for Retail, Grocery, and Hotels

Francesca Roche sits down with Sarah Bruno, a Partner in the Emerging Technologies Group at Reed Smith, to discuss the recent investigative sweep by California’s Attorney General targeting retail, gro...

27 Helmi 22min

What Moltbook Reveals About the Hidden Security Risks of Autonomous AI Agents

What Moltbook Reveals About the Hidden Security Risks of Autonomous AI Agents

Ali Sarrafi, CEO and Founder of Kovant, explains why public AI agent platforms expose credentials, lack controls, and attract bad actors. Thanks for watching, if you'd like more like this, don't forg...

25 Helmi 17min

Command, Not Control: Surviving Social CX Without Losing Your Soul - Sprinklr

Command, Not Control: Surviving Social CX Without Losing Your Soul - Sprinklr

Customers don’t complain in private anymore. They post. They tag. They amplify. And they expect a response before the next refresh. In this CX Today conversation, Rob Wilkinson speaks with Anish Singa...

25 Helmi 21min

Human In The Loop Is Becoming CX’s New Skills Crisis

Human In The Loop Is Becoming CX’s New Skills Crisis

Human in the loop is quickly moving from an AI buzzword to a real operating requirement for customer experience teams. In this episode of Human in the Loop, we dig into what AI oversight means in prac...

23 Helmi 18min

Pindrop Takes on AI Voice Deepfakes: Why Your Contact Center Is Already Under Attack

Pindrop Takes on AI Voice Deepfakes: Why Your Contact Center Is Already Under Attack

Sumant Mauskar explains how AI-powered voice fraud is attacking contact centers at scale, why the NICE integration matters, and what bi-directional trust really means Contact centers have an AI proble...

17 Helmi 20min

The Future of RetailWork: Inside Traxlo’s AI-Driven Task Model

The Future of RetailWork: Inside Traxlo’s AI-Driven Task Model

In this interview with Paul Vezelis, Co-Founder and CEO of Traxlo, we explore how the platform’s pay-per-task model is reshaping retail operations, diving into operational innovation, workforce flexib...

17 Helmi 11min