EP6: Problem First, AI Second: What Great CX Leaders Get Right

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EP6: Problem First, AI Second: What Great CX Leaders Get Right

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Summary

In this episode of The CX Equation, hosts Chantelle Casey and Mark Clydesdale are joined by Zeke Wu and Aswin Peter to discuss what it really takes to use AI for improving customer experience. Drawing on lessons from the automotive and energy domains, they share that a problem-first thinking approach beats AI hype every time. The conversation explores how trust and transparency shape AI adoption, why augmenting teams matters more than replacing them, and how small, practical use cases can scale globally, even in regulated environments. The key takeaway: competitive advantage comes from better decisions, not just more digital tools.

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