AI CX Innovators
AI CX Innovators
Podcast Description
Join us as we bring together enterprise CX leaders and innovators to discuss how AI is reshaping the future of CX, explore emerging opportunities, and share insights on where the industry is headed.
Podcast Insights
Content Themes
The podcast focuses on the intersection of AI technology and customer experience, covering topics such as AI adoption strategies, challenges of data management, and the integration of product-operations roadmaps. Episodes include discussions about transformative experiences during the pandemic and frameworks for in-house vs. vendor partnerships, highlighting case studies like Airbnb's approach to GenAI implementations.
On CX Innovators, we sit down with enterprise CX leaders and innovators to unpack what’s driving exceptional customer experience today. We explore strategy, technology, operations, and the human side of CX: and where the industry is headed next.
Wes Dudley has spent over 30 years leading CX at scale, including JCPenney, Mitchell Gold + Bob Williams, and Broad River Retail, the largest licensee of Ashley Furniture. He moved ticket resolution from nine days to eight hours, eliminated 2.7 million inbound calls annually with a single IVR change, and built a 750-seat contact center during COVID while call volume jumped from 16,000 to 115,000 calls a day overnight.
This conversation covers the specific decisions behind those numbers, including how he sequences people, process, and technology investments, when to keep humans in the loop on high-stakes interactions, and what he looks for in a technology partner after seeing both sides of good and bad ones.
Topics Discussed:
Why AI without a defined plan consistently underdelivers
Moving ticket resolution from 9 days to 8 hours through routing, not technology
Eliminating 2.7 million calls annually with one IVR implementation
Three-tier triage model built to absorb a 7x overnight call surge during COVID
PPT framework for sequencing people, process, and technology decisions
How the nature of high-emotion purchases should shape your AI and human handoff design
CX All-Stars identity program and its role in remote team retention
What Wes looks for in a technology partner beyond price and product
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