CX Pulse Check - May 2025

Artificial intelligence is revolutionizing customer experience—but are businesses applying it with care? In this compelling episode, CX expert Jeannie Walters sits down with Ovetta Sampson, an AI design leader with a decade of experience at IDEO and Google, to explore how companies can harness AI without compromising trust. Ovetta challenges common assumptions with a powerful statement: “AI is neither artificial nor intelligent.” From chatbots that fabricate policies to biased algorithms in loan approvals, she shares eye-opening examples of how AI can go wrong—and what to do about it. Learn why AI needs continuous testing, feedback loops, and what Ovetta calls “Mike Tyson proofing” to avoid delivering broken experiences. She also offers a practical framework for implementation: focus AI efforts on your most frustrating customer touchpoints, not just where it’s easy. Looking to use AI more effectively in your organization? Ovetta is offering listeners an exclusive discount on to our listeners. Start building smarter, safer customer experiences. Use the coupon code "experience" for a 50% discount on one of the following: 1 hour coaching session ($300 regular price)1 hour AI Risk Assessment session ($300 regular price)90-minute CEO lunch ($1500 regular price)Coupon Code is: experienceRedeem at www.rightainow.com/appointmentsAbout Ovetta Sampson:Named one of the Top 15 People in Enterprise Artificial Intelligence by Business Insider in 2023, Ovetta Sampson is a tech industry leader who has worked with multiple technologies to help solve some of the biggest problems facing multiple industries. Leading engineers, designers and researchers, at top companies such as Microsoft, IDEO and Capital One, Ovetta has been designing and developing machine learning, artificial intelligence and enterprise software solutions for more than a decade. She left her last job as Director AI and Compute Enablement at Google to found Right AI, a consultancy that helps organizations and businesses minimize the human engagement risks when implementing AI.Follow Ovetta on...LinkedIn: https://www.linkedin.com/in/ovettasampson/Articles Mentioned:A Contact Center Chatbot Invents Company Policies, Now Customers Want Out (CX Today)When Algorithms Deny Loans: The Fraught Fight to Purge Bias from AI (IoT For All)Singapore Airlines Elevates Customer Experience With $45 Million Investment In Changi Airport (Breaking Travel News)Resources Mentioned:Experience Investigators -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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