Back from the dead: Customer-centricity rises again ??

INSIDE THE BLACK BOX

Breaking down the latest in AI, customer service, and technology — so you don't have to.

FRONT-END DEVELOPMENTS

?? WE’RE LOVING: AI-led CX fuels growth — we called it

?? WE’LL SEE: Thinking LLMs sound familiar, I wonder why

? SAY LESS: “Invisible” AI agents? We don’t believe in ghosts??

BACK-END BREAKDOWN

When AI runs the show, don’t forget the customer

COOs don’t run, they sprint towards cost-savings. But here’s the truth: all the automation in the world can’t buy loyalty. Companies that focus solely on quick wins can inadvertently reduce customer-centricity — a dangerous trade off.

?? SEMANTICS

• 70% of CX leaders say that AI is a business imperative, and 2 in 5 say it will be critical in the next two to three years
• According to Enterpreneur, leaders should give teams the autonomy to make customer-centric decisions and use feedback to turn complaints into opportunities (ever heard of customer-centered product development?)
• Experts suggest that businesses actively build cross-functional governance between AI and CX teams to ensure AI enhances customer experience rather than side steps it

?? SENTIMENT ANALYSIS

An AI strategy focused on short-term gains is a missed opportunity. Businesses using AI to replace friction with connection, efficiency, and empathy are setting the new CX gold standard. The message is clear: don’t just automate — elevate.

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