This roundup does a good job surfacing something many CX teams are skirting around. As AI starts reading hesitation and emotion in real time, everyday interactions quietly change shape.
Design decisions that once felt harmless now carry weight. A smoother flow can also mean less room to pause or reconsider. That’s where trust gets fragile, fast.
Brilliant breakdown of the persuasion risk thats getting overlooked. The shift from optimizing for effeciency to optimizing for psychological influence is where things get ethically murky fast. I've seen this in practice when a system nudges customers through decision paths they later regret, it erodes trust faster than any feature can rebuild it. Rosenberg's guardrails around disclosure and no personal data steering make total sense as a baseline.
Read this closely. The AI confidence gap stat is the part most teams are underestimating. When employees do not feel like co creators and QA is weak, confident sounding outputs turn into a CX risk fast. The OTTO example is a good counterweight. Unified journey visibility plus disciplined iteration beats blind automation every time. Strong work tying these together.
This roundup does a good job surfacing something many CX teams are skirting around. As AI starts reading hesitation and emotion in real time, everyday interactions quietly change shape.
Design decisions that once felt harmless now carry weight. A smoother flow can also mean less room to pause or reconsider. That’s where trust gets fragile, fast.
Worth bookmarking for the framing.
Brilliant breakdown of the persuasion risk thats getting overlooked. The shift from optimizing for effeciency to optimizing for psychological influence is where things get ethically murky fast. I've seen this in practice when a system nudges customers through decision paths they later regret, it erodes trust faster than any feature can rebuild it. Rosenberg's guardrails around disclosure and no personal data steering make total sense as a baseline.
Read this closely. The AI confidence gap stat is the part most teams are underestimating. When employees do not feel like co creators and QA is weak, confident sounding outputs turn into a CX risk fast. The OTTO example is a good counterweight. Unified journey visibility plus disciplined iteration beats blind automation every time. Strong work tying these together.