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