The Impact of AI on Customer Experience

In today's fast-paced and socially connected world, Artificial Intelligence (AI) has emerged as a transformative force that is reshaping the way we live, work, and interact with technology. From automating mundane tasks to aiding in scientific discoveries, AI's importance cannot be overstated. Today, we'll dive into the reasons why AI has become an indispensable tool in our lives and across various industries, especially with our amazing partner, Awesome CX!

If you’ve been tuning into the podcast for the last few months, you’re sure to have heard of our amazing sponsor, Awesome CX! They’re on a mission to build innovative customer experience solutions for the most awesome brands in the world! Lucky for us they recently hosted a Fireside Chat focused on the fascinating world of AI and its impact on customer experience. Even better was that the Chat was hosted by our very own, Lee Greene!

Today we’ll be diving into the enriching experience and sharing what we’ve learned from the fireside chat, exploring all the things AI has to offer for streamlining customer engagement, and so much more! 

AI is one of the fastest-growing spaces to date. As a society, we’ve started to notice this shift in simple ways. From clicking through bots of customer service to trying to reach a human, to now getting to experience the AI versions taking place. 

Justin Wexler, Vice President of WndrCo, part of the panel said it best, “The world has changed to where those early generation chatbots are no longer relevant at all. Many brands try to put a band-aid on their customer support but consumers are too savvy for this now. Because they get to experience AI in other parts of their lives, they expect brands to be able to deliver this as well.”

Unlike the creative AI space, customer service is the area of AI that can be solved right now. For Puneet Mahta, Founder and CEO of Netomi, he saw this need. He sought out to build a tool that enabled every brand in the world to make every customer feel like a VIP. Because customer service touches every aspect of the human experience, AI can do the same. 

“There are all these different parts of people’s lives that customer service can touch now, because of AI creating that connection.” - Puneet Mehta

Because customer service is a problem that can be solved today, it will be solved in the future. Any company that loves its customers has this problem at its forefront because they want to be able to help its consumers in every moment. If a company is able to leverage AI and have Awesome Agents, they will be able to better serve their customers…of course with the help of AI!

There are the CX organizations that truly use AI and those that do realize how quickly this space is moving. “AI is going to grow up with us,” said Donald Hicks, Board of Directors at Transcom. “We’re going to look back in 10 years and look at all the productivity gains, the way that we do business, the way that we do work, and see AI’s part of that ingredient that made it all happen.”

Although there are a lot of good things coming from AI and heading into the future, there is the other side of the coin that can raise some concerns. Safety and brand identity are at the core. 

“There has to be really strong guiderails to leveraging AI to help the customer but staying in a way that you don’t have to be concerned about it going outside the brand safety.” - Justin Wexler

If your company is able to create strong guidelines and put safety at the core, then leveraging AI will be a no-brainer in creating an amazing customer service connection with your consumers. 

And if you’re looking for a partner to do it with, check out our amazing sponsor, Awesome CX by Transcom! Partnering with them offers businesses a comprehensive and customer-centric approach to AI integration. Their expertise in customer experience, AI-driven personalization, predictive analytics, automation, and commitment to data security make them a standout choice for any organization seeking to enhance customer satisfaction and drive business growth through AI. 

If you'd love to listen to the full fireside chat Awesome CX is thrilled to offer access to the event’s captured content…click HERE to listen in!

Written in collaboration with Awesome CX by Transcom, providing high-touch, personalized customer experience services to consumer brands of any size! Email Lee at to learn more about their award-winning services and Awesome Coffee Chats.  

Written in Collaboration with Awesome CX by Transcom


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