Why are CX leaders stuck on the sidelines of AI?

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In this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Bill Staikos, Founder of Be Customer Led, to unpack why many CX leaders are still on the sidelines of the AI conversation — and what that means for the future of the function.

They explore how AI is reshaping the “interaction layer” of customer experience, why traditional CX metrics like NPS are no longer enough, and how leading organizations are starting to tie CX directly to revenue, cost, and risk.

The conversation challenges CX leaders to think bigger and make their function into an outcome-driven engine for business growth. In an AI-driven world, the leaders who understand that shift will have a much bigger role to play.

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