In this episode of CX Today, host Rob Wilkinson is joined by Kathryn Simons Porter, Founder of Flourish Business Consulting, to unpack the “AI and trust paradoxes” showing up inside customer experience programmes.
Kathryn explains why implementation breaks down when organisations treat AI as a tech deployment rather than a change programme built on transparency, employee involvement, and clear outcomes. Together, they explore what “readiness” really means, how to pick the right use cases, and why cross-functional ownership matters when AI touches customer journeys end to end.
If you’re trying to move from experimentation to scale, this conversation offers pragmatic steps to build confidence, reduce internal resistance, and turn AI into something teams actually want to use.