Is CX Dead—or Just Drowning in Data? - IMRAN®
In this 30‑minute inteview, I sat down with Mark Michelson — a trusted advisor in marketing research, customer experience innovation, and AI‑powered brand transformation — to dissect what’s really happening in the world of User and Customer Experience (UX/CX).
Key insights from our conversation:
CX has shifted from a culture of empathy to a metrics‑driven monitoring system
Companies are pouring hundreds of billions into AI, yet human experience is declining
Over‑surveying and automation are eroding trust, not building it
AI is poised to disrupt every industry, but without authentic representation, it risks amplifying bias
The future of CX isn’t more dashboards — it’s real human connection, powered by smarter tech
IDC projects global AI spending at $235B in 2024, surging to $631B by 2028. Meanwhile, CX investments are being diluted by cost‑cutting and automation — a dangerous tradeoff that risks undermining customer trust.
If you care about customers, culture, or the future of AI‑driven business, this is a conversation worth your time. Watch the full interview and join the debate on what CX should become.
© 2025 IMRAN®
V 30 Ep 1503
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