In this enlightening discussion, Dom Nicastro, Editor-in-Chief at CMSWire, explores AI's transformative role in customer experience and journalism. He emphasizes the vital differences between explainable AI, focused on technical compliance, and understandable AI, which fosters trust with users. Nicastro also highlights how AI empowers frontline agents and aids journalists, enhancing their work instead of replacing it. Additionally, the episode features a segment on AI's impressive capabilities in fraud detection, showcasing its potential for good in real-world applications.