AI Today Podcast Chris Caldwell on the Power—and Limits—of AI
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Nov 5, 2025 
Chris Caldwell, CEO of Concentrix with over 20 years in the industry, discusses the transformative power of AI in customer experience. He highlights how trust and transparency are essential for effective AI adoption and how hyper-personalization creates individualized customer interactions. Caldwell shares insights on balancing personalization with privacy and explains the necessity of a culture of experimentation in AI projects. Real-world examples illustrate how timely, data-driven recommendations enhance customer engagement and retention.
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Hyper-Personalization Is The Core AI Value
- AI will enable hyper-personalization that anticipates individual likes and needs to create frictionless brand experiences.
- Chris Caldwell expects meaningful, widespread hyper-personalization within three to five years.
Fix Data First, Then Deploy AI
- Do invest in clean, consolidated data before deploying AI because model performance depends entirely on data quality.
- Do treat AI as a managed service with ongoing tuning and maintenance to avoid poor experiences and hallucinations.
AI Can Increase Engagement Not Reduce It
- Properly designed AI often increases customer engagement rather than reducing human interactions.
- Easier, trustworthy AI makes people use brands more, raising interaction volumes, not lowering them.