It is safe to say that customer experience matters now more than ever. In Chris Wallace’s latest Forbes Agency Council article he shares three things he’s learned about the state of Customer Experience. Read the full article to learn what you can do right now to improve your CX strategy.

Using AI Tools as a Navigator, Not An Autopilot
AI sales tools are giving teams unprecedented visibility into real customer conversations but without a clear strategy, they can create more confusion than clarity. The most effective organizations define what “good” looks like, keeps coaching human-led, and uses AI to refine, not dictate their approach.

