The CX Files has a new name: CX Heroes.

Learn in this episode:

• Why AI tools should be managed with the same rigor as a BPO partner.
• The importance of a neutral arbiter to audit AI performance and quality.
• How to identify which customer use cases are ready for AI and which require a human touch.
• Why most AI implementations fail due to vertical silos rather than technical issues.

Alex Schaeffer is a veteran CX executive with two decades of experience driving global transformation. Having held leadership roles at Ford Motor Company and serving as VP of Customer Experience at Avis Budget Group, Alex specializes in connecting operational data with real-world customer outcomes.

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