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The real bottleneck in customer experience AI - Interview with Brad Birnbaum of Kustomer
Today’s episode of the Punk CX podcast features a chat I had with Brad Birnbaum, Co-Founder & CEO of Kustomer, a top-rated AI Customer Service & CRM software platform provider. Brad and I talk about why the pace of AI adoption is not a technology problem, but rather the bottleneck sits elsewhere; how the idea that using AI in CX will cost less than people doesn’t stand up to scrutiny; and how most CX leaders are asking whether AI will replace their service teams, but their thinking should be elsewhere, amongst other things.
By the way, I’ll be speaking at Kustomer’s ROI of CX Virtual Summit…
The skinny
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