Too many companies think they’ve checked the AI box—only to find their CX still falling short.
On this episode of The Modern Customer Podcast, I’m joined by Deon Nicholas, founder and executive chairman of Forethought, for a rapid-fire conversation recorded live at the Qualtrics X4 Summit in Salt Lake City.
Deon shares what most businesses get wrong about AI-powered customer experience—and why 77% of customer issues today go unsolved by typical GenAI tools. We dig into the real capabilities of agentic AI, what separates it from the wave of lookalike solutions, and how leaders can avoid chasing the wrong problems.
You’ll also hear Deon’s predictions for what’s next: proactive AI that doesn’t just respond to customer issues—it anticipates them, closes feedback loops, and helps CX leaders stay a step ahead.
If you’ve ever wondered whether your AI strategy is actually moving the needle, this one’s for you.
Key Highlights from the Conversation:
- Why 77% of customer service requests require more than just information—and how most AI tools fall short
- The difference between agentic AI and traditional bots (and why the distinction matters)
- Practical pitfalls businesses face when implementing GenAI for CX
- The future of proactive AI: how it will detect issues, surface insights, and generate solutions before you even ask
- How to personalize customer experiences without breaching trust or privacy
- AI’s role in empowering frontline agents and support leaders alike
🎧 Tune in now to hear what’s real, what’s hype, and what’s coming next.
Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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