CXplorers Podcast by Contactpoint360

In Episode 7 of Season 2 — the CXplorers season finale — hosts Daniel Cheung (VP of Enterprise Partnerships) and Jasper Nastor (Lead Architect, AI-Driven Solutions) dive into a growing shift in the world of customer experience: companies moving away from AI-first approaches and proudly bringing back human support.

Joining them is Edvin Cernov, Director of Customer Experience at Rethink CX, to explore what this means for the future of contact centers.

From global brands rehiring agents after AI fell short to customer backlash against automation, we ask:
 🔹 Is the human agent making a comeback?
 🔹 Are we entering a new era of empathy-led CX?
 🔹 What does “Human + AI” really look like in action?

💡 Key topics we cover:

• Klarna’s reversal on AI layoffs and what it signals
• AI's limitations: misinterpretations, hallucinations, and trust gaps
• Human-first messaging as a brand differentiator
• Why hybrid models are the future: Agent Assist tools and beyond
• Ethical CX design: balancing automation with choice and consent

Whether you're a CX leader, tech strategist, or simply curious about where customer service is headed — this episode is a must-watch.

👉 Drop a comment below: Have you ever felt relieved to reach a real human instead of a bot?

🎧 Subscribe for more insights in every episode of CXplorers — and stay tuned for Season 3.

#CustomerExperience #AIinCX #HumanTouch #CXStrategy #CXLeadership #HybridCX #DigitalEmpathy #AIvsHuman #RethinkCX #EdvinCernov #DanielCheung #JasperNastor #CXplorersPodcast #CustomerSupport #ContactCenterAI #EmpathyInCX #CXInnovation #SeasonFinale

What happens when your AI assistant starts making things up? 

In this episode of CXplorers by ContactPoint360, we dive into the fascinating (and sometimes frustrating) world of AI hallucinations — when generative AI produces responses that sound confident but are factually incorrect or completely made up. 

💡 What you'll learn: 

• What exactly is an AI hallucination?
• Why do they happen in tools like ChatGPT and other generative models?
• The real risks hallucinations pose in customer experience (CX)
• How to spot and mitigate them in contact centers and support journeys
• The future of AI reliability in CX operations

Whether you're a CX leader, AI enthusiast, or just trying to understand where automation helps — and where it can go off track — this episode breaks it down clearly, with real examples and expert insights.
 
🎧 Hosted by:
 

• Daniel Cheung – VP, Enterprise Partnerships
• Jasper Nastor – Lead Architect, AI-Driven Solutions

👉 Subscribe for more conversations on the intersection of AI, technology, and customer experience.
 
#AIHallucinations #CustomerExperience #CXplorers #ContactPoint360 #AIDrivenCX #GenerativeAI #ChatGPT #CXInnovation
 

How is AI reshaping the retail experience?
In this episode of the CXplorers Podcast, hosts Daniel Cheung and Jasper Nastor sit down with Patrick Louis, Co-Founder of ReThink CX, to dive into the evolving world of AI-powered retail. From hyper-personalized shopping journeys to cashierless stores and AI-driven loyalty programs, we explore how AI is transforming the way customers interact with brands — and what the future holds.

Is AI making retail experiences more convenient or more robotic?
 Are chatbots and virtual assistants truly solving customer issues?
 And can AI replicate the emotional intelligence that builds real customer loyalty?

Tune in for real-world examples, critical insights, and bold predictions on how AI is redefining both online and in-store experiences.

🎧 Key Highlights:

• AI-driven hyper-personalization (Instacart Smart Shop, Amazon, Shopify)
• Chatbots, AI-powered customer support, and where human connection still matters
• Cashierless shopping with Amazon Go and smart retail innovations
• Predictive shopping and AI-powered loyalty programs
• Balancing innovation with customer trust and ethics

Watch now and explore the next frontier of retail customer experience!

#CXplorersPodcast #RetailInnovation #ArtificialIntelligence #CustomerExperience #AIPersonalization #RetailTrends #CustomerSupport #FutureOfRetail #AmazonGo #AIinRetail #SmartShopping