Artificial intelligence is transforming customer experience, but are companies focusing on the wrong things?
In this keynote from CX Summit 2026, organized by BPro, AI strategist and speaker Tricia Wang explores why the businesses that rely solely on automation and optimization may be setting themselves up for failure. Drawing on history, real-world business examples, and the latest developments in AI, she explains why human insight, context, and what she calls "thick data" are becoming more valuable (and not less) in the age of AI.
Watch the video version here: https://youtu.be/86HtH89g8UQ
Find Tricia Wang Instagram: https://www.instagram.com/triciawang LinkedIn: https://www.linkedin.com/in/triciawang Advanced AI Society: https://advancedaisociety.org
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