DCX Links | June 1, 2025

What to Kill, Keep, or Clone in Your 2025 CX Strategy

Welcome to the DCX weekly roundup of customer experience insights!

Welcome to the great paradox of modern customer experience: The more we automate, the more human we need to be.

This week’s CX insights circle a common, pressing theme—the race to innovate without losing what makes us real. From Da Vinci’s reminder to let go, to UBS’s cloned analysts, and AI bots booking your doctor’s appointments, one thing is clear: AI isn’t just a tool. It’s a mirror.

It’s reflecting back our habits, our blind spots, and our values.

Do we default to chatbots or design truly helpful interactions? Do we use AI to free people—or quietly replace them? Can we lead boldly without clinging to the past?

Great CX in 2025 isn’t about choosing between human and machine. It’s about leading with wisdom, designing with empathy, and knowing when to step back—so the right experience can step forward.

Let’s dive in.

-Mark