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AI Customer Experience (CX)

5 posts
preferred journey map choice

AI-Generated vs. Pre-Built Journey Maps: Online Retailers Are Choosing Wrong

71% of marketers say traditional journey maps fail—yet most online retailers still choose them over AI-generated alternatives. The reason will frustrate you.
ai manages phoenix s hotline

AI Takes Over Phoenix’s 911 Non-Emergency Line, Humans Step Aside

Phoenix replaces 500,000 annual non-emergency calls with AI while human dispatchers abandon their posts for machines that never sleep.
hertz charges wheel scuff

AI Scanner Slams Hertz Customer With $440 Fee for Tiny Wheel Scuff

Hertz’s AI scanners turned a tiny wheel scratch into a $440 nightmare that has customers questioning everything about car rentals.
ai barista at starbucks

Microsoft-Powered AI Barista: Will Green Dot Replace Human Touch at Starbucks?

Microsoft’s AI barista arrives at Starbucks, promising 4-minute orders while 14,000 managers watch nervously. Will your morning latte ever taste the same?
fabricated policy causes backlash

AI Support Bot Fabricates Non-Existent Policy, Sparking User Revolt Against Cursor

Cursor’s AI chatbot fabricated a nonexistent refund policy, igniting user outrage when denied. Can we trust AI with customer service? The truth may shock you.