The Modern Customer Podcast AI's Impact on The Chief Experience Officer Role
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Nov 4, 2025 Join Valarie Vest, Executive VP and Chief Experience Officer at Cambridge Investment Research, as she explores the transformative role of AI in customer experience. With a focus on people-first leadership, she discusses how AI can enhance human connection in financial advising rather than replace it. Valarie also shares insights on the challenges CXOs face, from managing data to recruitment issues, and emphasizes the need for empathy and flexibility in leadership. Discover how these strategies can redefine the customer experience in a tech-driven world.
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Career Began With Retirement Plans
- Valarie stumbled into financial services after college and enjoyed client-facing roles from the start.
- Early work in retirement plans exposed her to many businesses and cemented a client-focused career path.
CXo Wears Multiple Hats
- Valarie Vest leads service operations, client success, CX, and digital product teams to unify human and tech experiences.
- She treats technology and service as interdependent to deliver better experiences for advisors and clients.
Data Is The Elusive CX Foundation
- Data accessibility and usability are the biggest CX challenges Valarie sees today.
- She emphasizes evolving data practices rather than expecting perfection before action.