Driving Your CX at the Intersection of LX and AI

Customer experience is at an inflection point. We are in a transformational moment where significant demographic and technological shifts have changed our expectations of brand interactions. Companies like Uber have reduced consumer patience with friction in the brand experience. Companies like Amazon and Warby Parker are scrambling our notions of online versus brick-and-mortar. Trends like big data and conversational commerce are disrupting our notions of the predictability of customer behavior, and the rise of Gen Z is causing everyone to question who owns the medium and who truly generates the most impactful brand messages.