We Asked a Veteran CX Leader What's Wrong with AI Support Today. Her Answer Surprised Us.
June 24, 2025
Looking to cut through the AI hype and understand what customer experience leaders actually need? Our conversation with veteran CX leader Lauren Volpe, CCXP, reveals a stark disconnect between what vendors are selling and what frontline teams are experiencing. While conferences overflow with "revolutionary" AI solutions promising ticket deflection, CX leaders are struggling with overlooked fundamentals like legacy system integration and change management.
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