The CX Leaders Podcast moderated by Mark Hillary kicks off with Interact’s very own IT Director Dan Fay.

“Say goodbye to complacency: AI isn’t a future threat, it’s a now problem”

Who should listen: CX leaders who want blunt, tactical insight on integrating AI without sacrificing experience.

If you are wondering how large CX organisations are pivoting this is one not to miss.

Click here to listen: The Customer Xperience Alliance – YouTube

  • Will AI replace Advisors? Not wholesale. But jobs that are routine or script-driven are being eaten, Advisors must move upmarket to judgement, nuance and empathy or be sidelined.
  • Real AI use today: Automation for scale, analytics for decisioning, and AI-assisted Advisors, not bots pretending to be humans. Guardrails (bias, privacy, oversight) aren’t optional; they’re survival rules.
  • Authentication is a broken user experience: Password friction destroys CX and drives costs, fix identity flows or lose customers.
  • “Chat will never be fully automated”: Asynchronous, context-rich conversations demand human judgement, bots can triage, humans convert and retain.
  • Metrics shift: Stop worshipping AHT and traditional KPI’s. Measure customer happiness, experience outcomes, and long-term value.
  • Global scale, practical lessons: Interact’s multi-country operations show tech is only as good as the people and processes that wield it.

About the CX Alliance

The CX Alliance (CXA) are a vibrant community of voices shaping the future of customer experience. Their goal is to connect a dynamic network of CX professionals across various industries. Their mission is to elevate CX by building a stronger community and empowering brands.

The CX Leaders Podcast moderated by Mark Hillary kicks off with their very first guest, Dan Fay, IT Director, Interact.