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AI for CX Summit – Day 3 Session 4 Recap
As AI reshapes the contact center, the best results aren’t coming from automation alone—they’re coming from collaboration. That’s the heart of the session, “AI + Human Power: The Duo Driving CX Transformation,” led by two senior leaders from Infinite Green.
Moderated by Scott Logan, Chief Marketing Officer at AmplifAI, the discussion featured insights from:
With lessons drawn from hospitality, healthcare, Medicare, and financial services, this session offered an essential guide for how to blend people, processes, and AI into a CX model that works—for both customers and employees.
This session was designed for leaders grappling with what AI means for their business—not just as a technology, but as a transformation. It was especially useful for:
Whether you’re launching AI or optimizing it, this conversation delivered a simple but powerful reminder: the best CX is still human at heart—and AI can help us make it even better.
Valerie opened by busting one of the biggest myths in the AI space: that technology alone delivers transformation. In reality, organizations must redesign their processes, reframe their goals, and rethink how they work—before they automate anything.
“If you simply plug AI into old workflows, you don’t transform—you just automate your inefficiencies.”
Design comes first. AI should enable a better experience, not recreate broken ones faster.
John shared that many organizations approach vendor selection backwards—using rigid RFP processes that focus on technical checkboxes instead of transformational goals.
The result? Teams pick the wrong tools, struggle with adoption, and miss the opportunity to actually improve the experience.
“Start with the end in mind. What kind of experience are you building—for your customer and your employee? Choose your tech based on that.”
The most successful projects aren’t led by IT—they’re championed by business leaders who define the ‘why’ before shopping for the ‘how.’
One of the most memorable stories came from Valerie’s time at a modern luxury resort, where a digital assistant named Rose was introduced to guests by hotel staff—not as a chatbot, but as a teammate.
That small shift in how the AI was framed created trust, boosted usage, and extended the brand experience beyond check-out.
Rose handled common tasks like dinner reservations and late check-outs. Employees handled complex and emotional needs. Together, they delivered a premium, frictionless experience—powered by AI, but still unmistakably human.
As AI and self-service systems take on more routine tasks, contact center agents are left with the hardest problems. This shift demands a new kind of enablement:
AI isn’t just for customers—it should help agents, too. From surfacing insights to identifying skill gaps, it becomes a tool for learning, growth, and improved outcomes.
“The agent’s job is harder now—but AI can make it more impactful, not more painful.”
Valerie closed with six essential leadership levers: purpose, communication, trust, inclusion, collaboration, and clarity.
Leaders must guide transformation—not just by choosing the right platforms, but by bringing people along, fostering trust, and creating the conditions for adoption.
“People aren’t afraid of change. They’re afraid of change being done to them. Involve them, and everything changes.”
“AI is a power tool—it’s not going to build the house for you. It amplifies whatever foundation you already have, good or bad.”
— Valerie Rodriguez, Chief Influencer at Infinite Green
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