Generative AI is transforming customer service — but are companies ready? In this episode of Today in Tech, Keith Shaw talks with Glenn Nethercutt, CTO at Genesys, about the rise of AI-powered chatbots, agent copilots, and the shift toward empathetic, agentic AI in CX. From IVRs that frustrate to AI agents that anticipate your needs, we explore how companies are reimagining customer experiences.

:small_blue_diamond: Where companies fall on the 0–5 scale of AI-powered CX

:small_blue_diamond: Why "chatbot" is becoming a dirty word

:small_blue_diamond: How AI copilots improve customer and employee satisfaction

:small_blue_diamond: The surprising ROI of generative AI in customer service

:small_blue_diamond: What’s coming next: empathetic agents and full automation

If you're exploring how AI is reshaping the customer journey — from automation to augmentation to agentic orchestration — don’t miss this deep dive.

:brain: #AIinCustomerService #GenerativeAI #CX #Genesys #TodayInTech #AgenticAI #CustomerExperience #KeithShaw

The Country 12/09/25: Chris Brandolino talks to Jamie Mackay