How AI Can Improve or Destroy Customer Service Experiences, with Alex Mead

Welcome to a brand-new episode of All Things Considered CX! In today’s thought-provoking conversation, host Bob Azman sits down with customer service experience leader Alex Mead for a candid look at what’s wrong with today’s CX practices—and how real transformation starts by getting back to the basics.

Alex dives deep into his unique CSX (Customer Service Experience) philosophy and why he’s on a mission to separate service from the marketing noise that’s “ruining customer experience.”

You’ll hear Alex passionately break down his EPIC framework—Easy, Personalized, Intuitive, and Contextual—and share hard-won insights on making technology like AI work for the customer, instead of just chasing cost savings.

If you’re ready for an honest, sometimes unfiltered discussion about the pain points customers really face, and how practitioners, not just consultants, can drive CX that actually works, this episode is for you. Get inspired to challenge the status quo, put customer needs first, and advocate for change that adds real value—all while picking up actionable ideas to elevate your own customer service game.

Tune in as we kick off a new season with practical wisdom, industry stories, and a no-nonsense approach to CX that will have you rethinking everything you thought you knew about customer experience.