#268: AI Won't Fix Bad CX But It Will Expose It with Rajat Chawla

Episode notes

This episode shows how AI magnifies both strengths and gaps in customer experience. Rajat Chawla explains why AI exposes bad CX, how invisible effortless experiences look, and what leaders must do on culture, accountability, and journey design using Taco Bell, KLM, and Starbucks examples. About Rajat Chawla Some highlights about Rajat Chawla: - Asia's first Certified Customer Experience professional. - Founder of Koyopo, a CX and leadership consulting firm. - Worked with global brands like Google and Cisco. - Over two decades of experience in leadership, consulting, and coaching. - Helping organizations build customer-centric cultures that drive loyalty and growth. - Gallup-certified strengths coach, aligning authentic strengths with CX strategies. Resources Koyopo: Please, hit the follow button and leave your feedback: Apple Podcast: Spotify: Follow Gregorio Uglioni on Linkedin: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact.