Future of CX: Humanity Against the Machine Series
Future of CX: Part 8 - 7:40 PM — The Customer Who Never Contacted Us
Future of CX: Predictive customer experience, AI agents, proactive service, and ambient AI redefine CX as businesses solve customer problems before customers even ask for help.
Rob Scott · 2 Aug 2026
Future of CX: Part 7 - 6:15 PM — The Customer We Chose to Lose
Future of CX: AI-driven retention, customer lifetime value, and predictive churn collide as a CX leader confronts the ethics of choosing which customers to keep.
Rob Scott · 8 Jun 2026
Future of CX: Part 6 - 4:47 PM — The Perfect Apology
Future of CX: AI-generated apologies, automated empathy, and customer trust collide as a CX leader confronts the limits of artificial customer experience.
Rob Scott · 12 May 2026
Future of CX: Part 5 - 3:05 PM — The Layoff Dashboard
Future of CX: AI automation and workforce optimisation collide as a CX leader faces the data-driven case for removing human agents in customer experience.
Rob Scott · 1 May 2026
Future of CX: Part 4 - 1:20 PM — The Loyalty Tier Collapse
Future of CX: AI-driven loyalty scoring and customer value algorithms reshape CX strategy as real-time automation redefines retention, trust, and customer experience.
Rob Scott · 13 Apr 2026
Future of CX: Part 3 - 11:40 AM — The Customer Who Wanted a Human
Future of CX: A high-value customer refuses AI support, forcing a CX leader to confront human escalation, customer trust, and the limits of automation.
Rob Scott · 6 Apr 2026
Future of CX: Part 2 - 10:12 AM — The Empathy Algorithm
Future of CX: AI emotion detection, customer sentiment analysis, and automation strategy collide as a CX leader faces the ethics of AI-powered customer experience.
Rob Scott · 30 Mar 2026
Future of CX: Part 1 - 9:05 AM — The CEO Wants 100% Automation
Future of CX: A CX leader faces the push for 100% automation as AI customer service scales—raising questions around human empathy, contact centre AI, and the future of customer experience.
Rob Scott · 23 Mar 2026