The Great CX AI Acceleration: Companies Are Choosing Their Lane Right Now
PLUS: Ready-to-use prompts for multilingual customer automation and executive AI strategy planning
DCX AI TODAY
🗓️ Monday, June 30, 2025 ⏱️ Read Time: ~5 minutes
👋 Welcome
Monday morning reality check: while everyone's debating whether AI will replace humans, the smart CX leaders are already figuring out how to make AI work better with humans. Less philosophy, more functionality. That's where the real wins happen.
📡 Signal in the Noise
Partnerships are the new procurement. Global enterprises aren't just buying AI tools anymore—they're forming strategic alliances to build multilingual, cross-cultural customer experiences that actually scale.
🧠 Executive Lens
The companies that survive 2025's AI revolution won't be the ones with the fanciest tech. They'll be the ones who solved the integration puzzle first and built AI that enhances human judgment instead of replacing it entirely.
📰 Stories That Actually Matter
🌐 Singapore meets Silicon Valley to crack multilingual customer automation
Agora and WIZ.AI just teamed up to solve something every global company's wrestling with right now—how do you automate customer service when your customers speak 12 different languages and each one has its own cultural quirks? This partnership isn't your typical "we integrated our APIs" announcement. They're building AI that can actually interrupt politely, switch languages mid-conversation, and understand when someone's being sarcastic in Mandarin. Think of it as giving your support team a multilingual AI sidekick that doesn't just translate words but gets the vibe.
Why This Matters: Gartner says AI will handle 80% of customer service by 2029, but the companies winning will be the ones who figure out multilingual automation first—not just Google Translate with a chatbot wrapper.
Try This: Pull your last month's support tickets and count how many came in languages other than English. If it's more than 5%, you're probably losing customers in translation right now.
Source: TNGlobal
💰 Sales teams going full AI mode will reshape your entire customer experience
Here's what's wild: sales automation just jumped from $7.8 billion to a projected $16 billion by end of 2025. That's not gradual adoption—that's a land grab. And 74% of sales pros are basically saying "AI is going to completely change how I do my job." We're talking about AI agents that don't just send follow-up emails but actually have real conversations, remember what customers said three calls ago, and make decisions on the spot. The best part? They're seeing 10-20% ROI bumps while making 20% fewer mistakes than humans. But here's the thing everyone's missing: when your sales team gets this intelligent this fast, customers will expect that same level of smart, personalized service when they need support or have problems.
Why This Matters: If your sales team delivers AI-powered personalization and instant responses, but your customer service team is still using basic scripts and manual processes, you're creating a jarring experience gap that will lose customers.
Try This: Map one customer's complete journey from first sales contact through post-purchase support—identify where the experience quality drops off and where AI intelligence isn't being shared between teams.
Source: SuperAGI
🔮 Cisco research shows 68% of customer interactions will be AI-handled by 2028
Cisco just dropped research that should make every CX leader rethink their 2025 strategy. They surveyed 7,950 business leaders across 30 countries and found that companies expect agentic AI to handle 68% of customer interactions within three years. 88% feel confident this AI-led customer experience will actually help them hit their business goals. We're not talking about basic chatbots anymore; these are AI agents that remember conversations, understand context, and can take actions without human oversight. The research shows that companies who nail this transformation will get competitive advantages, while those who don't will face customer churn and reputation damage.
Why This Matters: When 68% of customer interactions shift to AI in just three years, the companies that figure out the human-AI collaboration model first will own the customer experience advantage.
Try This: Count how many customer touchpoints in your organization currently require human intervention from start to finish—those are the interactions that will likely be AI-handled by 2028, so start planning the transition now.
Source: Cisco
🎯 Voice AI agents stopped following scripts and started solving problems
Remember phone trees? "Press 1 for billing, press 2 for tech support, press 37 to speak to a human who might actually help you"? Those days are officially over. The new voice AI agents don't follow scripts—they set goals and figure out how to achieve them. They can detect when you're frustrated, switch topics mid-conversation, and actually solve your problem instead of just routing you around. It's like having a customer service rep who never gets tired, never forgets what you said, and can access every system at once.
Why This Matters: 73% of enterprises are ditching their old phone systems for these smart agents because customers now expect conversations, not phone menus.
Try This: Call your own customer service line with a moderately complex issue. Count how many transfers, hold times, and repeated explanations it takes. That's exactly what AI agents can eliminate.
Source: Yellow.ai
🚀 Automation Anywhere drops pre-built AI agents like they're iPhone apps
Instead of spending months building custom AI solutions, Automation Anywhere just released ready-to-go AI agents for accounts payable, customer support, banking, and healthcare. Think of them as AI agent starter packs—you get the agent, the workflows, the compliance stuff, and even a chatbot that lets non-technical people run everything through normal conversation. It's like going from coding your own calculator to downloading one from the app store.
Why This Matters: When AI automation becomes as easy as downloading an app, the competitive advantage shifts from "who can build AI" to "who can deploy it fastest and smartest."
Try This: Look at three things your team does every week that follow the same basic steps. If a new hire could learn it in a day, a pre-built AI agent can probably do it in an hour.
Source: CXOMedia
✍️ Prompt of the Day
Multilingual Customer Experience Audit
"You are a customer experience strategist conducting a comprehensive audit of multilingual customer interactions. Analyze our customer service data for the following:
Language distribution: What percentage of our customers communicate in languages other than English?
Response quality gaps: Where do we see lower satisfaction scores or longer resolution times for non-English interactions?
Cultural adaptation needs: Which customer service approaches need localization beyond simple translation?
Resource allocation: How are our multilingual support resources currently deployed, and where are the bottlenecks?
Technology integration: What AI tools could enhance our multilingual support without losing cultural nuance?
For each finding, provide specific recommendations with implementation timelines and expected impact on customer satisfaction scores. Focus on actionable insights that can be piloted within 60 days."
• Reveals hidden gaps in your global customer experience strategy • Helps prioritize which languages and cultures need immediate attention • Creates a roadmap for scaling international customer support without proportional cost increases
🛠️ Try This Prompt
"Act as a strategic workforce transition planner. Given that AI automation might impact 30-50% of current customer service tasks, help me create a retraining roadmap for my team. Analyze these roles: [list your team roles] and suggest:
Which tasks in each role are automation-ready
What higher-value skills each team member should develop
A 90-day learning plan that prepares them for AI-augmented workflows
How to measure success during this transition
Keep recommendations practical and tied to immediate productivity gains."
• Turns AI anxiety into actionable career development • Helps retain top talent during automation transitions
• Creates competitive advantage through human-AI collaboration
📎 CX Note to Self
"The best AI doesn't replace human judgment—it makes human judgment faster, smarter, and more consistent."
👋 See You Tomorrow
That's it for today. Hit reply with your thoughts. 👋
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Have an AI-mazing day!
—Mark
💡 P.S. Want more prompts? Grab the FREE 32 Power Prompts That Will Change Your CX Strategy – Forever to start transforming your team, now. 👉