She shared her vision for the future of AI in customer experience. She highlighted how AI is reshaping businesses, with the CX industry expected to see a fivefold increase in service interactions by 2027. She also underlined AI’s role as a strategic ally to human agents, empowering them to become “super agents” through tools like generative AI. Maureen stressed the importance of maintaining a balance between automation and human oversight, ensuring businesses can scale customer interactions while preserving the essence of human connection.
