After 25+ years of CRM promises, customer success platforms, and enterprise transformation programs, why does the customer experience still fall short? That's the provocative question at the heart of this episode of Business Uncomplicated.

Hosts Rich Nazzaro and Andy Worobel welcome Raj Rao — a Salesforce Business Excellence alumnus with deep experience across enterprise transformation, customer journey design, and AI adoption — for a candid conversation about what's really breaking customer experience in most companies.

Raj pulls no punches: misaligned C-suite priorities, siloed teams pushing technology before defining outcomes, and a chronic lack of empathy toward both customers and frontline employees are the true culprits. He introduces the idea of "radical collaboration" — small, cross-functional, empowered teams replacing bloated transformation programs — and explains why AI won't save you if your data, governance, and people strategy aren't right first.

Whether you're a CX leader, a transformation consultant, or a tech executive trying to make sense of your AI roadmap, this episode is packed with real frameworks, honest lessons from failed programs, and a north star for doing it right.

Topics include: the agent experience, voice of the customer, AI pilots, lean governance, and what true C-level alignment actually looks like.

Connect with Raj: https://www.linkedin.com/in/mrajrao/