Is Faster Always Better in Customer Experience?

In this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Nate Brown, Head of Education and Enablement at Metric Sherpa and cofounder of CX Accelerator, to discuss how AI is reshaping the way companies think about customer experience.

Nate shares a framework that’s gaining traction with CX leaders: make the quick parts quick, and make the slow parts meaningful. Automation should remove friction and resolve routine problems quickly, but the moments that matter most still require guidance, empathy, and human connection.

Together they explore how organizations can use AI to reduce effort for customers while still creating experiences that build loyalty, trust, and long-term value.

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