Companies Embrace AI-First Strategies For Customer Experience

Shep Hyken and Michele Carlson discuss AI-first customer experience on Amazing Business Radio, outlining five trends shaping contact centers. They highlight agentic LAMs, experience memory, human-centric design, and observability, citing a 40% perception gap between companies and customers. The episode advises measuring outcomes and keeping humans in the loop to improve operations, agent workflows, and customer satisfaction.