Are you struggling to engage your employees to consistently deliver customer excellence? Are company silos getting in your way of aligning teams and exceeding business goals? If yes, this episode will be incredibly valuable to you as host Stacy Sherman and renowned HR industry expert and author Josh Bersin unveil the secrets of the world's most enduring employee-focused organizations.

You'll gain insights to foster a work environment that attracts and retains top talent. Likewise, you'll learn practical strategies and tactics for building an irresistible brand that starts with creating enjoyable employee experiences that fuel exceptional customer outcomes.

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Most companies are rushing to deploy AI faster than their competitors. Alvin Stokes of Princess Cruises says that is exactly the wrong instinct. Speed without emotional intelligence does not create better guest experiences. It creates tools your frontline team will not use, prototypes your customers will not trust, and revenue you will not recover. Alvin has spent two years inside one of the most guest-focused industries in the world, generating a nine-figure incremental revenue gain from AI programs by doing one thing most leaders skip: proving it works before scaling it. This episode is for any leader who wants to move fast with AI without breaking the customer relationship in the process.

What You Will Learn About AI, Guest Experience, and Emotionally Intelligent CX:

• Why emotional intelligence is the missing ingredient in most AI deployments, and how Princess Cruises builds it into every tool before agents ever touch it
• The blueprint Alvin's team uses to prototype fast, pilot heavily, fail quickly, and scale only what actually works, producing a nine-figure revenue gain in 12 months
• How AI is changing what "listening to customers" means, from three-month-old NPS surveys to real-time sentiment analysis across every channel interaction
• Why the frontline agents who resist new tools are your most valuable source of feedback, and how to use their input to drive faster adoption across the team
• How Princess Cruises' Smooth Sailing Squad uses AI-generated daily reports to surface policy and process friction points before they damage the guest experience
• What new KPIs are replacing NPS as the primary measure of guest loyalty, and why tracking sentiment over 10, 50, or 200 interactions tells you things a single survey never can

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Most leaders think they are delivering a great customer experience. Pierre Charchaflian of IBM says they are delivering yesterday's version. The new standard is not fixing problems when customers report them. It is knowing about the problem before the customer does, and solving it before they have to ask. That shift, from reactive to anticipatory, is what separates the brands that customers stay loyal to from those they leave without explanation. The technology to do it exists right now. Most companies are not using it. Pierre has spent 25 years at the intersection of data, technology, and customer experience, and he says this transformation is unlike anything he has seen before. The window to act is open. It will not stay that way.

What You Will Learn About Anticipating Customer Needs With AI:

• What agentic AI actually is in plain language, why it is fundamentally different from prior AI capabilities, and what it means for your CX strategy starting now
• Why IBM's research found that technology stack limitations, not budget or talent, are the number one barrier preventing CMOs from delivering the customer experience they already know they need to deliver
• How agentic search engines are becoming a direct threat to brand digital presence, and what leaders need to do before their customers' AI agents start bypassing them entirely
• Why anticipating a customer's need before they express it is now a measurable competitive advantage, and what separates the companies building that capability from the ones still reacting
• How AI can read sentiment, detect frustration signals across structured and unstructured data, and trigger a response before a customer decides to leave
• Why conversion is the metric that tells the truth about whether your customer experience is actually working, and what NPS and CSAT consistently miss

Download IBM's Win the Moment report now: https://www.ibm.com/thought-leadership/institute-business-value/en-us/report/customer-intent?utm_id=Stacy-Sherman-AdobeSummit-LinkedIn-IBVCMOStudy-04-16-26

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