AI and CX: The Shift Toward Smarter, Seamless Service

AI is no longer a future concept—it’s here, transforming how businesses operate and how customers engage.

In this episode of The Modern Customer Podcast, Zack Kass, futurist, founder of ZKAI Advisory, and former Head of GTM at OpenAI—joins us to explore how AI is reshaping customer experience and the industries that rely on it.

Zack shares his insights on how AI is shifting CX from reactive problem-solving to seamless, proactive engagement. He explains why many businesses still treat CX as a cost center and how AI-driven automation will eliminate inefficiencies, personalize interactions, and unlock new opportunities for innovation.

The AI revolution is here—businesses that adapt will lead, and those that hesitate will fall behind.

Listen now to learn how AI is transforming CX and what you need to do next.

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

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