AI Is Not a Tech Upgrade. It’s a CX Inflection Point. Over the last few months, one thing has become very clear. AI is no longer experimental. It’s being funded. It’s being institutionalised. It’s being embedded into roadmaps across industries. Every leadership room today has the same sentence floating around: “We need to run AI initiatives.” But from a Customer Experience lens, I believe we’re asking the wrong question. The conversation shouldn’t be: How do we implement AI? It should be: What kind of experience will AI amplify? AI Is Not a Technology Story For years, many of us in CX and operations have worked on: Reducing friction Improving TAT Driving NPS Increasing first contact resolution Personalising journeys Scaling support without losing trust Now AI promises to do all of this — at scale. And that’s exactly why it’s both powerful and dangerous. Because efficiency is easy to measure. Experience is not. A 20% reduction in cost-to-serve l...