Can CX Be Saved in 2024?

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AI as a Co-Pilot NOT an Autopilot

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Summary: Why use AI as a Co-Pilot - Emphasize the importance of using AI as a helpful assistant, not as a replacement for human control. AI should be a co-pilot, not autopilot - AI lacks human judgment and context understanding - Relying solely on AI for sensitive decisions is risky due to potential mistakes Treating AI as an autopilot sets us up for failure. - AI trained on biased or inaccurate data leads to potential harmful consequences. - Human oversight, expertise, and creativity are crucial in complex situations. Using AI as a co-pilot empowers informed decisions - Enhances human productivity while ensuring accountability - Risks of overdependence on AI: loss of critical thinking, ethical and social concerns AI adoption can lead to job displacement and operational risks - Job losses due to routine task automation can cause significant workforce disruption - Excessive reliance on AI can lead to operational disruptions and security risks if not managed properly AI risks include ina...
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The Polytopia Life Lessons from Elon Musk by Walter Isaacson

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It's not too often that I both love and hate advice... This is from the book Elon Musk by Walter Isaacson: "“We called them Polytopia Life Lessons.” Among them: ✨Empathy is not an asset.✨ “He knows that I have an empathy gene, unlike him, and it has hurt me in business,” Kimbal says. “Polytopia taught me how he thinks when you remove empathy. When you’re playing a video game, there is no empathy, right?” ✨Play life like a game.✨ “I have this feeling,” Zilis once told Musk, “that as a kid you were playing one of these strategy games and your mom unplugged it, and you just didn’t notice, and you kept playing life as if it were that game.” ✨Do not fear losing.✨ “You will lose,” Musk says. “It will hurt the first fifty times. When you get used to losing, you will play each game with less emotion.” You will be more fearless, take more risks. ✨Be proactive.✨ “I’m a little bit Canadian pacifist and reactive,” Zilis says. “My gameplay was a hundred percent reactive to what everyone el...
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Welcome to the Sprawl

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William Gibson’s Sprawl Trilogy,  Neuromancer, Count Zero, and Mona Lisa Overdrive,  came out in the ‘80s.  Back when the Internet barely existed, AI was science fiction, and cell phones were the size of bricks.  And yet, somehow, Gibson nailed it.  Not just the tech, but the feel of our future.  The cold, lonely hum of a digitized world.  The way power clumps at the top, and everyone else claws at scraps below. If you’ve ever felt like you’re drowning in tech but starving for meaning, Welcome to the Sprawl. The Rich Are Gods. The Poor Are Ghosts. In Gibson’s world, megacorporations run everything.  Governments are just window dressing.  The rich live in space.  The poor hustle in decaying cities, surrounded by neon, noise, and neglect. Sound familiar? In 2025, the wealth gap isn’t just wide, it’s a canyon.  Tech billionaires build rockets and AI empires while the average person juggles three side hustles and still can’t afford rent...
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