This episode explores how AI is changing customer experience, with insights from Melanie Mingas and recent research. Learn why consumers trust their own AI use more than companies, how businesses must adapt, and what the future holds for CX teams in an AI-driven world.
About the guest
Melanie is the editor-in-chief of CX Network, which produces research-backed business insights for a global community of CX leaders, experience designers, service specialists, and consultants. She heads the brand's research and editorial direction, and chairs an Advisory Board of 20 award-winning and senior CX specialists from around the world.
Relevant links
https://www.linkedin.com/in/melanie-mingas-8351b817/
https://www.cxnetwork.com/artificial-intelligence/articles/customer-persona-agentic-ai-machine-customer
Main research link is here:
https://www.cxnetwork.com/cx-experience/reports/global-state-of-cx-customer-experience
Articles I cited include:
https://www.cxnetwork.com/artificial-intelligence/articles/customer-persona-agentic-ai-machine-customer
https://www.cxnetwork.com/artificial-intelligence/articles/the-invisible-shelf-how-geo-is-revolutionizing-customer-experience-perceptions
https://www.cxnetwork.com/artificial-intelligence/articles/discoverability-agentic-commerce-cx
Key Take-Aways
- AI reshapes customer interactions: Companies must design for human and machine customers, focusing on process excellence and efficiency.
- Trust gap in AI usage: Consumers trust their own AI use more than companies due to control, overwhelm, and privacy concerns.
- Prepare for rapid change: Continuous learning and adapting are essential as big tech drives fast shifts in customer experience.
Chapters
0:00 - Intro
0:35 - Career Goals and CX Evolution
1:58 - CX Network Mission and Insights
2:27 - Annual CX Research Overview
4:55 - AI's Impact on Customer Experience
7:14 - Redesigning Customer Experiences for AI
16:45 - Consumer Trust and AI Usage
22:46 - Successful AI Adaptation Examples
27:22 - Preparing for AI-Driven Customers
29:20 - Big Tech's Role in CX Future
30:09 - Conclusion and Next Steps
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About the host:
Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.
Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/
