Is your organization's rush to adopt AI actually creating a worse experience for your customers? With a shocking 80% of AI projects failing to deliver, many companies are caught in a "drive to the bottom," cutting costs while sacrificing the genuine human empathy that builds loyalty. This episode tackles that technology trap head-on, offering a new, human-centred playbook for blending automation with authenticity.

In this episode of The Kiwi CX Collective, we sit down with Richard Winterburn, a 30-year contact centre veteran and CCNNZ Committee Member. Drawing from a career that spans 90s call centres to consulting for Buckingham Palace, Richard brings a rare and powerful perspective to the AI debate. He champions a philosophy where technology is a tool to empower people, not a replacement for them.

We discuss why so many tech projects fail and explore the critical strategies for building a CX ecosystem that truly works:

• What is "Agentic AI"? Richard breaks down this new wave of technology, explaining the "train vs. car" analogy and why 63% of customers already prefer it for certain tasks.
• Can AI ever really be empathetic? We challenge the hype and discuss why AI is still a decade away from replicating true human connection, and where that human touch remains non-negotiable.
• How does AI empower agents? Learn how tools like call summarization are moving beyond simple "time-savers" to actively improve the agent experience and capture richer data.
• How do you build a culture that supports innovation? We explore the critical need for a "failure tolerant" workplace and why the "one perfect vendor" myth is so damaging.
• What is the "Win-Win-Win"? Richard shares his framework for focusing not just on your company and your customer, but on your customer's customer to find true success.

This is a must-listen for contact centre leaders, CX strategists, and operations managers who want to move beyond the AI hype. If you want a practical blueprint for navigating new technology, getting your team on board, and building an experience that delivers both efficiency and empathy, this episode is for you.

Guest: Richard Winterburn, CCNNZ Committee Member & Founder at DigEcom 

Connect with Richard:
Linkedin: Richard Winterburn
Website: digecom.co.nz   

Keywords: Artificial Intelligence (AI), Agentic AI, Customer Experience (CX), Contact Centre, Human Empathy, Agent Experience (AX), Call Summarization, Offshoring, CX Leadership, CCNZ, New Zealand Business, CX Strategy, Technology Implementation, CX Metrics.

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