AI is eliminating inefficiencies, personalizing interactions, and redefining service—yet most companies still treat CX as a cost center instead of a competitive advantage. AI-powered experiences are faster, smarter, and more seamless than ever, but hesitation to adopt them is leaving many businesses vulnerable to customer frustration and declining loyalty.
The best brands are using AI to anticipate needs, remove friction, and transform service—while others remain stuck in reactive mode, forcing customers to jump through hoops just to get help.
In this episode of The Modern Customer Podcast, Zack Kass, futurist, founder of ZKAI Advisory, and former Head of Go-To-Market at OpenAI—joins us to explore how AI is revolutionizing customer interactions, streamlining service, and giving companies a competitive edge.
Zack explains why AI isn’t just about automation—it’s about creating effortless, intuitive experiences at scale. He shares real-world examples of companies using AI to cut wait times, personalize engagement, and free up employees for higher-value interactions that build loyalty.
The shift is already happening. Companies that integrate AI into their CX strategy today will set new industry standards—while those that wait risk falling behind.
This is a must-listen for leaders who want to leverage AI to drive efficiency, strengthen customer relationships, and build a future-proof business.
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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