This episode explores how artificial intelligence is reshaping customer experience across marketing, sales, and service. The discussion dives into the shift from efficiency gains to creating connected ecosystems that deliver a “total experience” for customers, employees, and partners. Key themes include the critical role of high-quality data, evolving operating models, and embedding AI into every layer of the business. The conversation also highlights why trust, integrity, and employee experience are essential pillars for success in an AI-driven world, and how governance frameworks must adapt to balance human and AI decision-making. Finally, the episode looks ahead to the biggest trends, shaping customer experience over the next five years and offers practical steps for organizations to start their transformation journey.

Our speakers this week:

Walt Becker, Global Customer Advisory CoE Lead, KPMG International