Describing yourself as ‘AI-first’ is a mistake - Interview with Chris Morrissey of Zoom

Today’s episode of the Punk CX podcast is with Chris Morrissey, who is the General Manager and Global Head of CX Sales & Go-To-Market at Zoom, where he drives strategy and execution for the company's customer experience business. Chris joins me today to talk about why describing yourself as ‘AI-first’ these days is a mistake, why reducing effort outweighs everything else in CX, the difference between "lip service personalization" and true personalization and how we should be moving beyond chatbots and what the future of customer interaction really looks like. We finish off with Chris’s best advice, his Punk CX brand and his very own good news story.

This interview follows on from my recent interview – Brands should avoid making Gen AI or chatbots their sole frontline – Interview with Phil Regnault of PwC – and is number 568 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.