Episode 22: AI Isn’t Breaking Customer Experience - Bad Design Is!
Everyone says they’re using AI for customer experience - but most of it still feels broken. In this episode AI Diatribe Host Jason Lowe, Joe Dean of ServiceNow, and Matt Konwiser of IBM dig into why AI-driven CX fails so often, why the problem usually isn’t the technology, and how agentic systems are changing enterprise workflows behind the scenes.
From ServiceNow workflows to guardrails, hallucinations, hyper-personalization, and human-in-the-loop tradeoffs, this conversation separates real value from AI theater - with a detour into Star Wars vs. Star Trek to frame where this all might be…
The skinny
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