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JC Quintana

๐Ÿ‘ค Speaker
597 total appearances

Appearances Over Time

Podcast Appearances

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

We're all talking about AI, and I'm realizing that more people are leaning on those seven things now more than ever because you got to understand all those seven things.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

You got to understand what the value of AI is, how much it's going to cost you, how it's going to influence the culture of companies and people, what level of engagement, what level of knowledge, accountability, and transparency is going to require, and what the experience expectations will be when AI is in the mix.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Those seven things are probably more important now than they've ever been.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

My observation has been, and I try not to be too critical because I know that companies that

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Create AI, build AI, sell AI, integrate AI with different things.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

They got to make money.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

I understand that.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

So, of course, you're going to create messaging and you're going to create a dialogue around AI and how it's going to fit your life, right?

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Yeah.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

With an immediate expectation, not if you use AI, when you use AI.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

There are many companies today that have already started.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Actually, let me say that with a little bit more pointed finger.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

I hesitated there.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Okay, I'm all about it.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

But I'm going to point the finger.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

There are companies that are expecting people to incorporate AI into everything they do.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And some companies are doing a good job of training their employees, and some of them are not at all.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

They're expecting employees to figure it out on their own.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

So this expectation that we create that, yeah, AI is the answer, is in turn getting pushback from the people that are using it that are saying, I can get to point B without using AI.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

I dare you show me that AI is a better way.