Today’s episode of the Punk CX podcast features a chat I had with Ashley Gross, the Founder and CEO of The Alliance, an enterprise AI strategy and advisory firm. Ashley joins me today to talk about how most service AI business cases are measuring the wrong side of the ledger, what an honest AI service business case doesn’t include, who should own AI in the customer journey, and the new book she has just written (The AI Workweek).

This interview follows on from my recent interview –The real bottleneck in customer experience AI – Interview with Brad Birnbaum of Kustomer – and is number 606 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today’s episode of the Punk CX podcast features a chat I had with Brad Birnbaum, Co-Founder & CEO of Kustomer, a top-rated AI Customer Service & CRM software platform provider. Brad and I talk about why the pace of AI adoption is not a technology problem, but rather the bottleneck sits elsewhere; how the idea that using AI in CX will cost less than people doesn’t stand up to scrutiny; and how most CX leaders are asking whether AI will replace their service teams, but their thinking should be elsewhere, amongst other things.

By the way, I’ll be speaking at Kustomer’s ROI of CX Virtual Summit, which is taking place on Tuesday, October the 20th. Check it out!

This interview follows on from my recent interview – Why marketers have an orchestration problem rather than a content problem – Interview with Eric Stine of Sitecore – and is number 605 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today’s episode of the Punk CX podcast features a chat I had with Eric Stine, the Chief Executive Officer of Sitecore, a global leader in AI-powered digital experience software. We talk about a range of things, including why the website still matters, but it’s not where discovery starts; why marketers don’t have a content problem, but rather they have an orchestration problem; how marketers can reach their customers in this AI-infused world; and also whether AI is going to kill SaaS or software.

This interview follows on from my recent interview – Eliminating the Coordination Tax – Interview with Dan O’Connell of Front – and is number 604 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.