Experience Is Everything out now! Order your copy.
AI is moving fast, but customer trust is moving the other way and that should make every customer experience leader pause. We’ve all seen the rush to deploy chatbots, automate support, and squeeze more efficiency out of service operations. The problem is that customers don’t grade you on “AI adoption.” They grade you on whether they can get the job done, feel respected, and leave the interaction confident they were heard.
We dig into why so many people say they “hate AI” when what they really hate is a broken experience: circular chatbot loops, unclear paths to resolution, and zero way to reach a human. We also talk about the less obvious wins, like AI that helps customers find answers inside an app, makes shopping easier, or offers proactive guidance at the right moment. When AI is designed around the customer journey, it can earn trust the same way humans do by showing up with the right help at the right time.
To make this practical, we share three questions you can use this week to evaluate any AI in customer service or generative AI initiative: Is it working for the customer? What should this moment feel like? Can they always reach a human? We also make the case for human-in-the-loop support for nuanced situations and for transparency as a non negotiable trust signal. If you want AI that scales without sacrificing the experience, start here, then subscribe, share this with your team, and leave a review so more CX leaders can find it.
Resources Mentioned:
Order your copy of Experience Is Everything
Learn more about CXI Membership™ and apply
Enjoyed the show? Leave a quick review to help others find us at ratethispodcast.com/xact.
Want to ask a question about this episode – or another CX issue? Leave your question at askjeannie.vip – and remember to follow her on LinkedIn!
Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!
Jeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR.
Get Jeannie’s insights in your inbox each week by subscribing to The Weekly Win and follow her on LinkedIn, Instagram and YouTube.