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Ride the intersection of AI and CX with Latané Conant and guests.
Bi-weekly 20-minute deep dives into governance, technology, and the culture that will lead teams through this once-in-a-generation shift in customer experience.
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Watch the latest episodes:
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Brian Blackader | Waiting to adopt AI means failing in AI
Brian Blackader, Partner at McKinsey & Co., explains why waiting for technology to be perfected is a main reason why enterprises will ultimately fail at AI adoption.
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Justin Robbins | Uncovering the unknown in CX metrics
Justin Robbins, Founder and Principal Analyst of Metric Sherpa, shares why he has always hated NPS, and how he thinks teams should measure CX instead.
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Corina Taban | Establishing psychological safety in the AI-powered enterprise
Dr. Corina Taban, CEO of 934 Advisors, explains why safety, support, and trust are the three key components of a human-centered AI strategy.
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Mark Niemiec | Increasing CIO business relevance with AI
Mark Niemiec, CRO of SAP Customer Experience, shares why he believes agentic customer experience should be on the top of every CRO and CIO’s priority lists.
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Matt Dixon | Conquering AI adoption FOMU
Matt Dixon, Founding Partner of DCM Insights and author of The Jolt Effect, Effortless Experience, and The Challenger Sale, explains how the right AI vendor eliminates customers’ “fear of messing up” (FOMU) in their AI adoption.
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Mike Gathright | Scaling HealthEquity’s minimal lovable voice AI agent
Mike Gathright, Chief Customer Officer of HealthEquity, shares how his team is leveraging voice AI to not only anticipate, but act on customer needs.