Empathy for humans, APIs for AI: Why one CX model no longer works

From CX Today

As customer-initiated AI agents increasingly interact with contact centers, the traditional design framework built exclusively for human behavior is beginning to fracture. In a recent interview with CX Today, Carrie Brough, Director of Strategy & Ops for TTEC Digital EMEA, explores why the legacy customer experience model no longer works in a world where machines are increasingly acting on behalf of consumers.

Brough highlights the fundamental shift that occurs when contact centers try to serve both humans and AI with a single strategy and shares the early warning signs of a mismatched information architecture. She also outlines why organizations must transition to a dual-lane CX design that routes and services human empathy and AI automation independently.

Read the full interview to explore how to effectively balance structured data for machine customers with the emotional context required for human engagement.