Leading customer-centric transformation with empathy and AI with Tabitha Dunn

Jun 16, 2025

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Episode web page: https://bit.ly/43Gxevp

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In this episode of Insights Unlocked, hosts Nathan Isaacs and Bobby Meixner welcome customer experience (CX) leader Tabitha Dunn to discuss the intersection of empathy, artificial intelligence, and change management in building truly customer-centric organizations. Drawing on her executive experience leading CX and digital transformation at global brands, Tabitha shares actionable insights for business leaders navigating innovation and AI implementation—without losing sight of the human element.

Listeners will learn why beginning with an "empathy tour" is essential, how to avoid common pitfalls in transformation initiatives, and why governance and usability must be balanced in any AI strategy. Plus, she shares how CX leaders can broaden their influence by becoming fluent in cross-functional collaboration, change management, and business impact storytelling.

Topics Covered:

The Empathy Tour: Why leaders must deeply understand employee and customer perspectives before initiating change.
AI with Purpose: How to evaluate AI technologies through the lens of real human needs—not hype.
Governance Meets Usability: Balancing privacy, personalization, and user experience in AI-driven systems.
Cross-Functional Buy-In: Tips for engaging finance, IT, and product teams in CX-driven transformation efforts.
Skills for Modern CX Leaders: Why CX professionals should add sales training, change management, and project management to their toolkit.
Avoiding Common Missteps: The three most frequent reasons transformation initiatives fail—and how to prevent them.
Tabitha to the Rescue: How Tabitha steps in to course-correct projects that are stalling or misaligned.

Resources & Links:

Tabitha on Linkedin (https://www.linkedin.com/in/tabithadunn
Stage 2 Capital (https://www.stage2.capital
Bobby on LinkedIn (https://www.linkedin.com/in/bmeixner
Learn more about Insights Unlocked: https://www.usertesting.com/podcast