AI isn’t failing customer experience. Companies are failing AI

More than ever before, the industry is treating AI as the solution for CX challenges. They’re using it to automate interactions, handle inquiries and personalize at scale. But when AI-driven service misses the mark, companies rush to blame the technology.
AI doesn’t make bad hiring decisions; people do. AI doesn’t create tone-deaf automation; companies program it that way. AI doesn’t ignore churn signals; teams dismiss AI-generated insights.