Table of Contents
AI is changing how customer experience organizations operate. But many of the beliefs shaping AI investments, workforce decisions, operating models, and vendor relationships were formed for a different era.
AI for CX Ops: Myth Busted is a short-form video series featuring Chris Arnold, VP of CX Strategy at ASAPP, challenging conventional wisdom about running customer experience operations in the age of AI.
Each episode takes on one widely held belief: from treating risk as a reason to delay AI adoption to assuming humans and AI must compete for work. Each examines what CX leaders should reconsider as AI becomes a larger part of customer service operations.
Episode Guide
EP1: False Beliefs of CX. Why long-held beliefs about CX could keep agentic AI from delivering the breakthrough outcomes previous technologies promised but failed to achieve.
EP2: The Binary Mindset. Why agentic AI allows CX leaders to move beyond either-or tradeoffs and pursue cost savings and improved customer satisfaction at the same time.
EP3: AI in the Workforce. Why CX organizations don’t need an army of AI experts to get started and should focus on the right partners and upskilling their existing workforce.
EP4: AI in Operation. Why operational complexity, from dispersed data and complicated tech stacks to difficult customer issues, shouldn’t prevent enterprises from getting started with agentic AI.
EP5: Human Expertise in AI. Why the expertise AI needs already exists in the workforce, and it’s time to have humans assist AI at the moments that matter.
EP6: Outcome-based Pricing. Why outcome-based pricing can align AI vendors and enterprises around shared success by paying for verified resolutions instead of activity or false containment.
EP7: Trust. Why trust in AI depends on the ability to test how AI agents will perform before deployment and observe every customer interaction once they’re live.