The trend that most marketing leaders are missing

Marketing leaders are leaning too heavily on AI without human oversight, leading to customer dissatisfaction. Stephen Roach discusses the importance of maintaining human interaction in automated experiences. He emphasizes the need for better integration between AI and human agents, ensuring contextual personalization. He highlights a troubling MIT study showing significant failures in agent performance and warns against treating AI as a silver bullet. The conversation centers around knowing when to automate and when to rely on human judgment for optimal outcomes.