What does great customer experience leadership look like in the age of AI? At the CX Summit in Cartagena, Colombia, I sit down with customer experience expert Brad Cleveland, founder of ICMI and author of Leading the Customer Experience, to discuss the future of CX, the role of leadership, and why so many companies risk repeating the mistakes of the past.

Watch the video version here: https://youtu.be/AnKaXTs3q4g

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