Why Humans Still Matter: Balancing Automation and Empathy in Customer Service, with Matt Taylor

Welcome back to All Things Considered CX! In today’s episode, host Bob Azman sit down with Matt Taylor, Co-Founder and CPO of Knowbl, a cutting-edge company transforming customer experience with conversational AI and automation. Matt shares his unconventional journey from consulting to launching Knowbl amid the pandemic, drawing on deep experience in innovation labs and product management. Together, they dive into what’s really happening on the front lines of AI in customer service—from separating real business value from “solution chasing,” to mapping the customer journey and turning contact centers into true experience hubs. Tune in for an honest look at the challenges and opportunities facing organizations leveraging AI, why not every call should be automated, and what the future holds for customer experience as technology evolves. Whether you’re a CX pro, an executive, or just curious about the future of AI in business, you won’t want to miss Matt’s practical advice and candid industry insights!