Generative AI Meets CX

In this episode of CX Decoded, Brianna Langley Henderson, a
seasoned CX practitioner, delves deep into the implications of
introducing generative AI into business organizations. She
acknowledges the transformative potential of AI and its capacity
to fundamentally alter the landscape of various industries. At
the same time, she highlights the resistance this technology
faces from certain quarters. The discussion extends to exploring
the ethical conundrums posed by AI, emphasizing its potential to
disrupt traditional job roles and intensify the fear of human
downsizing, a concern particularly felt for creative roles.
Henderson underscores the urgent need for organizations to
establish their own codes of ethics in this nascent and rapidly
evolving field, where concrete legal and ethical guidelines are
yet to be standardized. She advocates for a proactive approach in
embracing this technological advancement, emphasizing that the
strategic integration of AI can secure a business's place in the
future of customer experience and other creative endeavors.


 


We caught up with Brianna recently on the topic.