CX leaders say they’re improving efficiency with AI. But efficiency isn’t what’s changing the system. Work is.

Agent desktops are getting more complex, not less. Roles are shifting toward harder, more emotional interactions. We need to remember what we’re asking the agents to do now!

Faster might be hiding friction. Weren’t we all trying to make this an easier experience?

This episode challenges the assumption that AI is simply optimizing CX, and asks CX leaders if we’re improving CX, or just increasing complexity behind it.