Why CX Fails: The CX Confidence Disconnect Explained by Justin Robbins | CX-WISE Episode 37 скачать в хорошем качестве

Why CX Fails: The CX Confidence Disconnect Explained by Justin Robbins | CX-WISE Episode 37

In this episode of CX-WISE, Justin Robbins, Principal Analyst at Metric Sherpa, joins host Nathan Bennett to unpack “The CX Confidence Disconnect” — a Sprinklr-commissioned report revealing the trust gap between brands and customers. From blind spots and broken promises to AI missteps and generational divides, Justin shares why most CX strategies fail to deliver — and what leaders must do to rebuild trust, unify siloed teams, and design experiences that actually work. Whether you're a CX strategist, digital leader, or service executive, this episode offers a clear path forward for building proactive, human-centered customer experiences in an AI-driven world. Find the CX Confidence Disconnect Report here: http://ms.spr.ly/6053tbCdB ⏱️ Chapters 0:00 Introduction 1:45 Justin’s early CX lessons from cold calling 6:12 The trust gap: What brands miss 10:28 AI and CX: Blind spots, friction, and failure 15:40 Generational divides in AI perception 20:05 Automation vs empathy: What customers really want 25:18 Why silos sabotage CX 30:00 Designing trust into every experience 34:22 Rapid fire: NPS, coaching automation, and CX metrics 38:00 Final thoughts: From intention to execution About CX-WISE: Launching CX-WISE, an editorial series to raise the bar for customer service & beyond. http://ms.spr.ly/6053oIpMV Get ready to level up your customer experience game with CX-WISE! Whether you're a seasoned pro or just starting, our community of CX professionals will give you all the tools you need to tackle any challenge. We'll dish out practical insights, actionable strategies, and a ton of witty banter to keep you on your toes. Join us and share your own experiences, because together we'll break through the clutter and supercharge your customers' experiences. Don't believe us? Check out our first edition of CX-Wise and see for yourself. http://ms.spr.ly/6054oIpMn 🎧 More from CX-WISE http://ms.spr.ly/6056tbCdE Additional Resources: Find the CX Confidence Disconnect Report here: http://ms.spr.ly/6053tbCdB Three Pillars That Will Keep Your Brand Attractive to Customers, Employees, and the Rest of the World: http://ms.spr.ly/6057tbCd1 More on the CX Confidence Disconnect: TBU Top 9 Customer Experience KPIs to Monitor in 2025: http://ms.spr.ly/6058tbCdG About Us: At Sprinklr, our mission is to enable every organization on the planet to make their customers happier. Sprinklr is the leading enterprise company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100. Learn more about Sprinklr at http://ms.spr.ly/6059tbCdH Connect with us on social media: http://ms.spr.ly/6050tbCdy http://ms.spr.ly/6051tbCdJ http://ms.spr.ly/6052tbCdK http://ms.spr.ly/6053tbCdz Disclaimer: ©Copyright 2025, Sprinklr. All Rights Reserved. Any illegal reproduction is prohibited. #CXWISE #customerexperiencestrategy #brandloyalty #cxfails