CX Today: Does Your Leadership Team Actually Understand AI? Most CX Executives Don’t.

via Thomas Walker, CX Today Contact center leaders are making billion-dollar AI investments without ever touching the tools they’re buying. That blindspot is now a competitive liability, and both customers and CX agents are starting to notice. Are CX executives equipped to lead their organizations through the AI transition? A growing body of evidence suggests the answer is no – and not for lack of resources or ambition, but because of a structural problem embedded in how senior leadership... The post CX Today: Does Your Leadership Team Actually Understand AI? Most CX Executives Don’t. appeared first on Brian Solis .