Experience Is Everything: The CX Strategy Gap Behind AI Adoption
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Experience Is Everything: The CX Strategy Gap Behind AI Adoption
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Many organizations are moving faster on AI than they are on strategy, alignment, and operational execution—and customers feel the difference.
This week on The Modern Customer Podcast, customer experience expert, author of the USA Today bestselling book Experience Is Everything, and Experience Investigators Founder Jeannie Walters explains why AI alone will not improve customer experience.
Drawing from her book Experience Is Everything, she explains how leaders can align mindset, business goals, employee empowerment, and operational discipline to create stronger customer experiences and measurable business outcomes.
🎧 Listen to the full episode to learn how leading organizations operationalize customer experience in the AI era.
Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com