{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"Why Most AI in CX Is Missing the Mark\u2014and What Comes Next","description":"Most AI chatbots are built to answer FAQs\u2014but that only solves a fraction of the problem. According to Deon Nicholas, founder of Forethought, just 23% of support inquiries are informational. The other 77% require action\u2014like account lookups, password resets, and policy decisions. That\u2019s where most GenAI tools fall short\u2014and where agentic AI steps in. On the latest episode of The Modern Customer Podcast, recorded live at the Qualtrics X4 Summit, Deon and I go rapid-fire on the future of AI in CX and EX. We cover: \u2705 Why most chatbots can't handle the majority of real-world support needs \u2705 What agentic AI is\u2014and why it's reshaping customer experience \u2705 How to personalize at scale without compromising trust \u2705 What proactive AI looks like\u2014and why it's the next evolution If you're serious about using AI to drive real CX results, this episode is packed with insight you can\u2019t afford to miss. \ud83c\udfa7 Ready to rethink your AI strategy? Listen to the full episode now! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today\u2019s Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.  ","author_name":"The Modern Customer Podcast","author_url":"https:\/\/www.blakemichellemorgan.com\/the-modern-customer-podcast\/","html":"