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🎙️ Let’s Recap the Last Few Episodes of Let’s Laugh About It 🎙️ 

Summer gave us the gift of a slower pace — recording whenever guests were free, leaning into flexible schedules, and enjoying the ease of it all. But now the season’s winding down, and we’re excited to get back in the saddle. Weekly episodes are coming your way again, and we can’t wait to share what’s next!

🌱 Why CX in 2025 Is All About Balance

This week, one story sums up where customer experience is headed: Albertsons has become the first major retailer to roll out new conversational AI. Customers can now type questions like “What should I make for dinner?” and instantly get recipe ideas - with the cart filling up as they click. It’s a glimpse into shopping that feels less like a transaction and more like a conversation.

But here’s the catch: while AI is getting smarter, customers are still craving human connection when it matters most. Think about it - when a package goes missing, or emotions run high, people don’t want to be stuck in a chatbot loop. They want a voice, empathy, and reassurance. That’s why companies are doubling down on voice support and blending in AI behind the scenes to make calls smoother and faster, without losing the human touch.

At the same time, global pressures like inflation and rising tariffs mean customers are watching every dollar. Price matters, but experience is becoming the true differentiator. A clean, unified data foundation makes all the difference: if your systems don’t talk to each other, personalization fails, trust erodes, and customers move on.

But don’t get me wrong, AI can be game changingggggg. For example, Gorgias recently rolled out AI Shopping Assistant: Your 24/7 Virtual Sales Superpower. Imagine having your best in-store sales rep always on call - ready to greet every online visitor, answer questions, recommend just the right product, and close deals - all without needing someone on the clock.

The lesson? Customer experience in 2025 is about balance. AI can anticipate needs, suggest next steps, and streamline support - but it has to be paired with empathy, trust, and consistency. The brands winning right now are the ones that see CX not just as service, but as a lifestyle - a way of showing customers they’re understood, valued, and supported, no matter the channel.

This week’s takeaway: Use AI to elevate experience, but never let it replace the human side. In a world that feels more automated by the day, authenticity is what customers remember.

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