AI is outpacing the way most companies operate — and your customers can feel the gap.
PLUS: Tool of the Day: Freshworks’ Freddy AI Agent Studio — one of the more practical steps forward for CX teams right now.
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📅 November 14, 2025 | ⏱️ 4-min read
I’ve been thinking a lot about honesty recently — especially the gap between the story companies tell about their AI progress and the experience customers are actually getting. Most leaders are running ahead on the narrative. Most customers are lagging behind in trust. That tension shows up everywhere right now.
Here’s what’s worth your attention today.
🧠 AI-Washing Is Becoming a CX Liability
CMSWire called out a trend that’s been obvious for months: companies labeling basic automation as “AI.” Customers are spotting it instantly, and trust is sliding.
If you oversell your AI, customers won’t believe you when you finally deliver the real thing. And once trust drops, usage drops. When usage drops, your data quality suffers. This is how teams create their own AI ceiling without realizing it.
💡 Kyndryl Pushes Agentic AI and the Organizational Shift That Comes With It
Kyndryl launched new “agentic AI” services built around a framework that helps enterprises redesign work, roles, and customer interactions. They’re treating AI as an organizational shift, not a feature drop.
Most CX teams are still plugging AI into old processes. Kyndryl is basically saying: that approach is finished. Without redesigning responsibilities, policies, and workflows, you’re not adopting AI; you’re patching it onto yesterday’s operating model and hoping for the best.
🤖 Anthropic Puts AI Neutrality on the Table as a Competitive Advantage
Anthropic’s Claude Sonnet 4.5 hit a reported 95% neutrality score in political bias testing. They’ve also open-sourced a tool leaders can use to evaluate neutrality themselves.
Neutrality is now a buying factor. Regulators, enterprise buyers, and customers are going to demand proof that your AI plays it straight. Vendors who can demonstrate consistency will win deals by default. The rest will have to explain why their systems don’t.
📱 Your Content Is Now Competing for AI Citations
Notified released its SOAR Content Framework, based on research showing that structured and recent content is over three times more likely to be cited in AI-generated answers.
AI is becoming the new homepage. If your content isn’t current or structured, AI systems will pull from someone else’s version of your story. That hands influence to competitors and creates confusion for customers who think they’re hearing from you.
🛠️ Tool of the Day: Freshworks Freddy AI Agent Studio
Freshworks rolled out a major set of updates: vertical AI agents, more than 50 ready-to-use agentic workflows, and a no-code builder that lets CX teams design their own AI agents across Freshdesk and Freshservice.
The technology is here. The bottleneck is leadership discipline. Tools like this make it easy to build agents — the hard part is defining clean workflows, setting guardrails, and tracking real outcomes. That’s where teams are either going to separate themselves or stall.
📊 DCX AI Data Stat
Twilio found a 31-point perception gap between leaders and customers on conversational AI quality. Leaders think customers are satisfied. Customers say the opposite. And more than half of companies expect to replace their current AI solution within a year.
This is one of the clearest signals in the market. Leaders are confident because they see potential. Customers aren’t, because they feel the friction. If you launch AI without fixing context, handoffs, and data, customers will lose trust faster than your roadmap can catch up.
Your 1-Minute Action Plan ⚡
Pick one AI claim on your site or product and check the evidence behind it. If the proof’s missing, fix it.
Choose one workflow and redesign it with AI end-to-end. Keep it small. Make it measurable.
Set a refresh schedule for your top customer-facing content. AI systems rely on recency more than your old CMS ever did.
Small steps. Clear ownership. Real progress.
The Signal 🔎
All of today’s stories point to a simple truth: AI isn’t the differentiator anymore. Discipline is. The teams that win will be the ones that clean their data, tighten their workflows, and own the customer’s emotional experience — not the ones posting “AI-powered” announcements.