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Deployment-First AI Is a Dangerous Bet According to SAP CX
As AI agents become embedded in CX, deploying them on fragmented data and disconnected systems turns them into a liability at enterprise scale. The urgency to ship AI-powered experiences is creating a dangerous gap between what organizations think they are delivering and what the business can stand behind. For CX leaders, that means stepping back from the […
The Hidden Risks of Rushing into Customer Automation
The pressure to automate is outpacing organizational readiness. As enterprises race to deploy AI-powered bots and virtual agents, automation can quietly erode customer trust when the right foundations aren’t in place. The difference between automation that scales and fails often comes down to how organizations prepare for a bot to handle its first interactio
How ODEON Cinemas is Redefining Empathetic Guest Service With Zendesk
Empathetic CX creates trust by recognizing that every interaction is much more than a transaction. At ODEON Cinemas, particularly, that belief has shaped both its guest experience strategy and its approach to adopting AI, using Zendesk technology to strengthen service while protecting the human moments that define the brand. CX leaders must therefore be thin