How CX Leaders Can Win With AI with Greg Melia
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About this episode
This episode explores how CX leaders can leverage AI to improve customer and employee experiences. Greg Melia shares real-world examples, lessons from failures, and practical advice on integrating AI thoughtfully. Listeners gain actionable insights and learn about essential skills for the future of customer experience.
Sponsored by Connect Expo Series:
This episode is brought to you in partnership with the Connect Expo Series. Taking place in Atlanta on September 9th and 10th, 2026, the Connect Expo Series brings together three co-located events: Customer Connect Expo, AI Connect Expo, and Cloud Connect Expo.
Together, the series explores the technologies and strategies shaping the future of customer experience, artificial intelligence, and cloud innovation. Across the show floor and conference stages, attendees will hear from leading keynote speakers, discover the latest digital solutions, and connect with the people helping organizations transform how they work and serve their customers.
As a listener of The Business Transformation Pitch, you're entitled to a complimentary ticket by using the discount code CXGOAL100 at checkout.
To get your complimentary ticket: https://www.customerconnectexpo.com/registration?utm_source=ptn_cxgoalkeeper&discount_code=CXGOAL100
About Greg Melia:
Greg is the CEO of CXPA, the global nonprofit for the CX profession. This gives him a unique position to view the development of the CX field and collaborate with leaders across the globe.
Key Highlights:
- Focus on outcomes, not technology: Leaders should ask if AI benefits customers, employees, and the business before implementation.
- Develop essential AI skills: CX professionals must understand AI basics, ethics, and strategic integration for future success.
- Learn from both wins and failures: Real-world examples show the value and risks of AI in customer experience management.
Chapters
0:00 - Intro
0:35 - Connecting Through Customer Experience
2:13 - Defining the Mission of Customer Experience
2:59 - AI's Role in Customer Experience Enhancement
4:13 - Key Considerations for AI Implementation
6:30 - Aligning Customer Needs with AI Design
12:06 - Developing Essential Skills for CX Leaders
19:36 - Successful AI Integration Case Studies
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