CX Horizons: Customers Got Smarter with AI… Did Companies? with Melanie Mingas

About this episode

This episode explores how AI is changing customer experience, with insights from Melanie Mingas and recent research. Learn why consumers trust their own AI use more than companies, how businesses must adapt, and what the future holds for CX teams in an AI-driven world.

About the guest

Melanie is the editor-in-chief of CX Network, which produces research-backed business insights for a global community of CX leaders, experience designers, service specialists, and consultants. She heads the brand's research and editorial direction, and chairs an Advisory Board of 20 award-winning and senior CX specialists from around the world. Relevant links

https://www.linkedin.com/in/melanie-mingas-8351b817/

https://www.cxnetwork.com/artificial-intelligence/articles/customer-persona-agentic-ai-machine-customer

Main research link is here:

https://www.cxnetwork.com/cx-experience/reports/global-state-of-cx-customer-experience

Articles I cited include:

https://www.cxnetwork.com/artificial-intelligence/articles/customer-persona-agentic-ai-machine-customer

https://www.cxnetwork.com/artificial-intelligence/articles/the-invisible-shelf-how-geo-is-revolutionizing-customer-experience-perceptions

https://www.cxnetwork.com/artificial-intelligence/articles/discoverability-agentic-commerce-cx

Key Take-Aways

• AI reshapes customer interactions: Companies must design for human and machine customers, focusing on process excellence and efficiency.
• Trust gap in AI usage: Consumers trust their own AI use more than companies due to control, overwhelm, and privacy concerns.
• Prepare for rapid change: Continuous learning and adapting are essential as big tech drives fast shifts in customer experience.

Chapters

0:00 - Intro

0:35 - Career Goals and CX Evolution

1:58 - CX Network Mission and Insights

2:27 - Annual CX Research Overview

4:55 - AI's Impact on Customer Experience

7:14 - Redesigning Customer Experiences for AI

16:45 - Consumer Trust and AI Usage

22:46 - Successful AI Adaptation Examples

27:22 - Preparing for AI-Driven Customers

29:20 - Big Tech's Role in CX Fu