Artificial intelligence is revolutionizing customer experience—but are businesses applying it with care? In this compelling episode, CX expert Jeannie Walters sits down with Ovetta Sampson, an AI design leader with a decade of experience at IDEO and Google, to explore how companies can harness AI without compromising trust.
Ovetta challenges common assumptions with a powerful statement: “AI is neither artificial nor intelligent.” From chatbots that fabricate policies to biased algorithms in loan approvals, she shares eye-opening examples of how AI can go wrong—and what to do about it.
Learn why AI needs continuous testing, feedback loops, and what Ovetta calls “Mike Tyson proofing” to avoid delivering broken experiences. She also offers a practical framework for implementation: focus AI efforts on your most frustrating customer touchpoints, not just where it’s easy.
Looking to use AI more effectively in your organization? Ovetta is offering listeners an exclusive discount on to our listeners. Start building smarter, safer customer experiences. Use the coupon code “experience” for a 50% discount on one of the following:
Coupon Code is: experience
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About Ovetta Sampson:
Named one of the Top 15 People in Enterprise Artificial Intelligence by Business Insider in 2023, Ovetta Sampson is a tech industry leader who has worked with multiple technologies to help solve some of the biggest problems facing multiple industries. Leading engineers, designers and researchers, at top companies such as Microsoft, IDEO and Capital One, Ovetta has been designing and developing machine learning, artificial intelligence and enterprise software solutions for more than a decade. She left her last job as Director AI and Compute Enablement at Google to found Right AI, a consultancy that helps organizations and businesses minimize the human engagement risks when implementing AI.
Follow Ovetta on…
LinkedIn: linkedin.com/in/ovettasampson/
Articles Mentioned:
A Contact Center Chatbot Invents Company Policies, Now Customers Want Out (CX Today)
When Algorithms Deny Loans: The Fraught Fight to Purge Bias from AI (IoT For All)
Singapore Airlines Elevates Customer Experience With $45 Million Investment In Changi Airport (Breaking Travel News)
Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail 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.
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