Customer Experience

Customer expectations are shifting faster than most organizations can respond. In this episode of the AI Proving Ground Podcast, leaders from healthcare, utilities and retail break down how AI is redefining what "good" customer experience looks like — and how their industries are rethinking service models, operational workflows and human touchpoints to keep pace with a new, AI-shaped standard.

AI has raised customer expectations, but most organizations are still delivering personalization in isolated moments instead of across the full customer journey. In this episode of the AI Proving Ground Podcast, WWT Chief Digital Advisor Ralph Jovine and Senior Director of Product for Unified Commerce Chris Douglas explain unpack the foundations leaders need to get right first: customer data ownership, governance, identity resolution, decisioning and operational alignment.

See how Jack in the Box is using its modernized point-of-sale system to unlock real-time data insights, drive operational efficiency and empower every level of the organization — from corporate leaders to restaurant managers.

AI is transforming contact centers at every stage of maturity. WWT's Contact Center Maturity Model report helps organizations assess their current capabilities and chart a path to greater efficiency, customer satisfaction and business value. Whether you're just starting with automation or advancing toward proactive, customer-facing AI, WWT experts Morgan Laville and Patrick Bond share practical steps and real-world examples to help leaders align people, processes and data for measurable impact. Learn how AI can be applied at every level, from streamlining agent operations to enhancing customer journeys, and discover actionable insights to move your contact center forward.

At IHG Hotels & Resorts, AI is being applied with a clear principle: make the employee more effective so the customer experience feels more human. That approach, according to IHG CTO Jolie Fleming, who joined us in our latest episode of the AI Proving Ground Podcast, offers a useful model for any leader trying to scale AI adoption without losing trust, control or business focus.