Doing Customer eXperience Right In The AI Era · 2026-06-16 · 26 min
Most companies are rushing to deploy AI faster than their competitors. Alvin Stokes of Princess Cruises says that is exactly the wrong instinct. Speed without emotional intelligence does not create better guest experiences. It creates tools your frontline team will not use, prototypes your customers will not trust, and revenue you will not recover. Alvin has spent two years inside one of the most guest-focused industries in the world, generating a nine-figure incremental revenue gain from AI programs by doing one thing most leaders skip: proving it works before scaling it. This episode is for any leader who wants to move fast with AI without breaking the customer relationship in the process.
218. How To Prove Customer Service Is Actually A Revenue Driver | Lisa Oswald54 / 100217. Building an Irresistible Brand: The Link Between Employee Engagement and Customer Service | Josh Bersin (Replay)215. How to Orchestrate Better Customer Experiences with Agentic AI | Pierre Charchaflian214. How To Make Every Employee Accountable For Customer Loyalty | Chris Morrissey213. How To Build An Effective Customer Loyalty Program: Lessons From IKEA | Martin Villanueva