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

🌱 What’s New in CX & AI - Trends Worth Watching

The customer experience (CX) landscape is evolving fast, and AI is now more than just a supporting player, it’s redefining how brands and customers connect. Here are a few of the latest shifts we’re keeping an eye on over here at Inevitable Agency:

• Hyper-personalization is the new baseline
  Customers no longer settle for one-size-fits-all. Leading brands are pushing toward “segment of one” strategies, using AI and advanced analytics to tailor offers, content, and communication down to the individual.

• AI co-pilots in the contact center
  Rather than replacing humans, the next wave of AI is about assisting agents in real time.

• Omnichannel orchestration & channel intent
  Seamless cross-channel journeys remain a core expectation. But now, AI helps predict which channel a customer wants (chat, voice, app, etc.) and shifts the experience accordingly. However, we LOVE humans for this - AI ain’t taking us.

• Balance, not automation overload
  Overreliance on AI, especially in sensitive or emotionally charged interactions, can backfire (if someone says their loved one died, say you’re sorry)????. The brands that succeed will know when to let AI take the lead and when to hand off to human agents.

• Trust, privacy & transparency
  With customer data powering personalization, brands must tread carefully. Clear policies, opt-ins, and ethical AI use are becoming table stakes. Thank Gawd we have Jackie the lawyer over here.

☀️ A Few Thoughts (And Warm Wishes) for the Weekend

As we head into the weekend, I hope you find a little time to rest, recharge, and reflect. In a world where speed, optimization, and innovation are constant, it's the human pauses that fuel our best ideas.

Here’s to:

• Moments of quiet that spark fresh thinking

• Conversations (over coffee, walks, or just with yourself) that remind you why you started. Or at a club???

• A reset so you come back Monday excited, curious, and ready

Enjoy your weekend — be good to yourself. And if anything in CX catches your eye, I’d love to hear what you’re thinking!