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In this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Dom Nicastro, Editor-in-Chief at Simpler Media Group and longtime journalist covering CX, content, and enterprise tech.

Dom has spent years watching AI reshape newsrooms — and he sees striking parallels with what CX leaders are facing today. Journalists and CX teams share the same challenge: cutting through hype, spotting “AI slop,” and building trust through accuracy, governance, and human judgment.

They explore:

• Why journalism’s skepticism is exactly what CX needs right now
• How AI accelerates good work — and exposes weak processes
• Why bad AI (in news or CX) destroys trust instantly
• What Dom hears backstage at CX events that rarely makes it into press releases
• The role of governance, vetting, and human oversight in customer-facing AI
• How CMSWire built “Roberta,” their internal RAG system to support real reporting — not replace it

Dom’s take is clear: AI won’t replace humans, but it will reveal who’s doing the work well — and who isn’t.

👉 Listen to the full episode to learn what journalism can teach CX leaders about building trustworthy AI.

#AI #CustomerExperience #CX #Journalism #PolyAI #CMSWire #ConversationalAI

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