Post by Tim Thijsse (TT)

Just because something can be automated, doesn’t mean it should be. That was one of the themes Ben Foden and I explored in the latest episode of CX Heroes. AI is rapidly changing how organizations interact with customers. But the real challenge is no longer technology. It's judgment. If someone wants to cancel an insurance policy because their partner has passed away, a chatbot can handle the process. But is that the experience you want your brand to deliver? The future of customer experience isn't about automating everything. It's about understanding where automation creates value and where human empathy matters most. The organizations that get this right won't be the ones with the most AI. They'll be the ones that know when not to use it. Thanks Ben Foden for the great conversation and opportunity to share my perspective on CX, AI, experimentation, and decision-making. #CX #CustomerExperience #AI #Automation #AgenticAI #DigitalExperience #CXLeadership https://lnkd.in/eBC9t2ue