In this special highlights episode, we bring together the sharpest takes from two of our most insightful guests: David Edelman and Alex Mead. Together, they explore the evolving landscape of customer experience, personalization, and the rise of AI in service delivery — but from two very different angles.
David Edelman, former CMO at Aetna and a pioneer in customer-centric digital transformation, shares why "customer experience is the product", how AI can be used to delight and empower customers, and what the future of hyper-personalized services looks like.
Meanwhile, Alex Mead, a no-nonsense customer service experience strategist, passionately critiques the over-hyped CX buzzwords and defends the vital role of customer service leadership in delivering real, contextual help — not just brand polish.
🎧 What You’ll Learn in This Episode:
Why customer experience is becoming the true differentiator for modern brands
The 5 customer promises in personalization: Empower me, Know me, Show me, Reach me, Delight me
How AI enables smarter, data-driven service delivery (without being creepy)
The dangers of lumping marketing and customer service into a single CX bucket
The critical need for embedded, real-time, contextual support
Why empowering front-line service agents (and AI) makes or breaks customer loyalty
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