Peloton, once synonymous with “the Bike,” has evolved into something far bigger: an ecosystem of connected fitness products, premium content, and a global community of millions. But as Spring reminded the audience, growth doesn’t just test your business model; it tests your ability to support, empower, and elevate every single member along the way.

When Success Outpaces Structure

Rewind just a couple of years. Peloton was riding a wave of demand that few companies ever experience. However, with that success came turbulence: overstocked accessories, scattered middle-mile logistics, service and repair gaps, and a global support structure that was stretched too thin.

In Spring’s words, Peloton had “disproportionate capacity and inefficiently staffed global support.” In other words, the model that got them here wouldn’t get them there.

Building the Foundation for Member Excellence

What followed was a deliberate reset. In 2022, Peloton rebalanced its operations. In 2023, the team streamlined its BPO footprint, introduced Salesforce, and initiated a company-wide upskilling initiative. By 2024, they were operating with just two BPOs—98 percent of support now U.S.-based—while training “universal agents” capable of handling membership, order experience, and technical service with equal fluency.

That shift wasn’t about cost-cutting. It was about creating a foundation where every member’s touchpoint felt seamless and trusted.

Technology That Works for Humans

Spring emphasized that technology should never be a barrier between a member and their goal. It should clear the path. That’s why Peloton transitioned to AWS for its phone system, integrated Service Cloud Voice, and deployed Agent Assist to help frontline staff classify cases, recommend replies, and generate summaries.

The result: agents aren’t bogged down in process, they’re freed up to be human. And members get what they came for: support that is fast, personal, and aligned with their fitness journey.

From Contact Center to Concierge

One of the most compelling moments of Spring’s keynote was her description of two new programs redefining the member experience.

• Social Care: A team that proactively engages with members on platforms like Facebook and Instagram, meeting them where they already are.
• Human Concierge: A pilot program offering new members a dedicated guide during their first 90 days, ensuring they feel supported, celebrated, and connected

These aren’t just initiatives. They’re a philosophy that member support isn’t about handling problems; it’s about creating a sense of belonging.

Data as Culture, Not Just Metrics

Under Spring’s leadership, Peloton also began building a stronger data culture. Weekly performance visibility and clear metrics gave her teams not just numbers to chase, but stories to tell, including how their work translated into efficiency, loyalty, and long-term engagement.

Data-driven decision making wasn’t a line item in a presentation. It became a way of seeing, much like Peloton teaches its riders to measure cadence, resistance, and output.

The Leadership Question

Spring’s keynote left the room buzzing with a question: Are we as CX leaders designing support that solves issues, or are we designing support that elevates the entire customer journey?

Because Peloton’s story is more than a case study in operational turnaround, it’s proof that CX leaders can transform turbulence into trust, scale into service, and, most importantly, transactions into relationships.

A special thank you to Dawn and the entire Peloton team for sharing their insights and leadership with us at the Customer Response Summit. Your dedication to innovation, service, and human connection continues to set the standard for the CX industry. We appreciate your time, expertise, and the inspiration you brought to the stage!

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These documented successes (and insightful failures) hold the key to more innovative, more effective customer experiences.

Turning Abstract AI Strategy into Real Results

According to recent McKinsey research, nearly 90 percent of organizations have implemented AI or have imminent plans to do so. Yet despite widespread adoption, execution remains inconsistent. Too often, AI investments stall at the stage of theoretical benefits. CX leaders are caught in cycles of pilot projects and proof-of-concept limbo, unsure how to scale their AI initiatives effectively.

That’s where practical use cases provide a critical bridge. They translate high-level strategies into specific, actionable steps. When CX leaders study AI use cases, those grounded, authentic examples, they gain crucial insights into the resources, hurdles, and opportunities that can determine success or failure.

Learning Through Real-World Stories

A use case is more than just a success story. Done well, it’s a transparent, detailed account of how an organization employed AI to tackle specific customer challenges, highlighting the outcomes achieved and the obstacles faced along the way. Gartner emphasizes this point: successful AI implementations rarely follow a straight line. Instead, they navigate complexities, require adjustments, and necessitate continuous learning.

Take, for instance, conversational AI implemented by major brands. When Bank of America launched its virtual assistant, Erica, the goal wasn’t merely transactional; it aimed to deepen customer relationships through proactive insights. Erica’s success wasn’t immediate; it involved iterative learning and constant refinement based on fundamental customer interactions. Today, Erica handles millions of monthly queries, dramatically enhancing customer satisfaction and operational efficiency.

Why Use Cases Matter Internally

Use cases aren’t just external proof points. Internally, they function as powerful change-management tools. CX leaders routinely face internal resistance, from skeptical stakeholders wary of new technologies to employees uncertain how AI might change their roles. Use cases offer reassuring evidence, illustrating how AI complements rather than replaces human interactions.

Research from Deloitte Digital highlights that organizations that most effectively deploy AI create strong internal narratives around practical applications. Employees can visualize AI’s direct impact, alleviating fears and building buy-in for further innovation.

Use Cases as Strategic Differentiators

The brands that thrive with AI aren’t necessarily those with the deepest pockets; they’re those with the clearest vision, guided by real-world insights. Harvard Business Review points out that competitive advantage increasingly depends on the quality and practicality of AI deployments, rather than sheer technological sophistication.

Understanding where AI adds value and where human empathy and insight reign supreme is central to sustainable competitive differentiation.

The Path Forward

Ultimately, AI use cases empower CX leaders to act with clarity and confidence. They illuminate the pitfalls to avoid, the opportunities to embrace, and the practical steps to successful implementation.

Ready to dive deeper into AI use cases for CX? Join leading brands and CX executives at our virtual event.

Learn more and register to explore Real-World AI Use Cases →

The post Why AI Use Cases Are the Key to Smarter CX appeared first on Execs In The Know.

The customer experience (CX) journey is supposed to be seamless, efficient, and human-centered. But far too often, legacy systems are standing in the way. And they’re not just inconvenient, they’re costing brands more than they realize.

In our article “Are Legacy Systems CX’s Biggest Roadblock?” from the April issue of CX Insight magazine, the message from corporate CX leaders was loud and clear: legacy systems are the most significant operational hurdle to delivering exceptional service. Not one leader surveyed was fully satisfied with their current tech stack.

So, what’s keeping brands from making the change?

The Systems That Once Worked Are Now Holding Us Back

Once upon a time, those old CRMs, IVRs, and ticketing platforms were cutting edge. But today, they’re a liability; slowing down innovation, blocking artificial intelligence (AI) implementation, and creating silos where there should be connection.

Take this stat: 54 percent of CX leaders say up to 60 percent of their customer interactions are too complex for automation because of system limitations. The issue isn’t strategy, it’s infrastructure.

CX teams want to modernize. They’re pushing for AI. They’re eager to personalize experiences. But when your tools can’t keep up, even the best ideas stall at the starting line.

Why Tech Stack Modernization Can’t Wait

Some leaders are still hesitant to make the leap, citing budget, integration challenges, or internal resistance. But here’s the truth: every delay widens the gap between what customers expect and what brands can deliver.

And that gap? It’s where customer trust erodes. It’s where competitors gain ground.

In the article, we break down:

• The cost of technical debt and why maintaining outdated systems is more expensive than replacing them.
• Why AI and automation are only as effective as the infrastructure they sit on.
• The four priorities CX leaders are investing in now to break free from the legacy trap.

This Isn’t Just About Technology

CX is no longer just a support function; it has evolved into a strategic business driver. It’s a growth engine. And that engine can’t run on systems built for a different era.

Read the full article now.

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Legacy Systems Are Costing More Than You Think

In our featured article, Are Legacy Systems CX’s Biggest Roadblock?, we go deep into the infrastructure crisis holding CX back. It’s not just about IT backlogs. It’s about the opportunity cost of inaction. Zero percent of surveyed CX leaders report satisfaction with their tech stack. For executives navigating cross-functional transformation, this article serves as both a diagnosis and a framework: where to begin, what to prioritize, and how to build systems that actually serve the customer.

Efficiency Without Erosion: The Customer Experience Cliff

It starts with good intentions: optimize a workflow, speed up a process, cut the wait. The Customer Experience Cliff: How to Reach the Peak Without Falling Off explores what happens when that pursuit of efficiency goes unchecked. This piece challenges leaders to rethink their automation strategies. What’s the actual cost of removing friction if it removes the human connection along with it?

Walmart’s Model for Building Trust at Scale in the Gig Economy

Our Brand Spotlight featuring Rafi Barragan of Walmart shares what it takes to build trust at scale in the gig economy. From defect detection powered by machine learning (ML) agents to friction-reducing support flows, Walmart’s approach isn’t about eliminating the human. It’s about empowering it. His words are a reminder: every automated solution should still feel designed for the individual, not just the operation. This is essential reading for any corporate brand leader rethinking how scale and empathy can coexist.

Privacy as a Strategy, Not a Compliance Line Item

Today’s privacy conversation has evolved. It’s not just about risk mitigation but about competitive positioning. Privacy-First CX: Building Trust Through Design outlines a seven-step framework that repositions privacy as a design principle. The takeaway? When customers understand what data you collect, how you use it, and why it matters, they stay longer, engage deeper, and trust more. For brands navigating shifting regulations and heightened expectations, this article offers a forward-looking path rooted in responsibility and value.

KIA Spotlight: The Black Tux and the Power of Precision

What does operational elegance look like in practice? Thomas Harden at The Black Tux offers a masterclass in balancing outsourced partnerships with brand control. From KPIs to quality assurance, our KIA Spotlight shows how consistency and culture can—and must—scale together. It’s a sharp example of leadership in action.

We hope this issue challenges your assumptions, sparks new thinking, and reminds you what outstanding leadership in CX looks like.

Read and download the issue now.

Interested in contributing to a future issue of CX Insight magazine? Get in touch with our Director of Content at elysia@execsintheknow.com.

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As organizations continue their race toward digital transformation, our latest research report, the 2025 CX Leaders Trends & Insights: Corporate Edition in partnership with TELUS Digital, dives into the numbers, challenges, and opportunities shaping the future of CX.

Below, we spotlight five critical areas that should be on every CX leader’s radar.

1. AI Adoption: Accelerating but Not Replacing Human Support

It’s official: AI is no longer a futuristic concept. It’s here, embedded in nearly every CX operation. Ninety percent of brands have either already deployed AI or plan to do so soon, up from 61 percent just two years ago. But here’s the catch: More than half of CX leaders say their customers’ inquiries remain too complex for self-service.

So, what does this mean for your AI strategy? Are you automating wisely, or are your customers getting stuck in frustrating loops? The data suggests that success isn’t just about AI. It’s about blending automation with human-led, empathetic support.

2. The Legacy Systems Dilemma: A Barrier to Seamless CX

We hear it in boardrooms, in strategy meetings, and now in the data: Legacy systems are still the number-one obstacle preventing CX teams from delivering better experiences. Forty-two percent named Legacy Systems/Processes/Tools as the single biggest challenge facing CX operations.

Are you still working around old tools, or is it time to make the case for a long-overdue system upgrade? If your competitors are investing in unified, AI-driven platforms, can you afford not to?

3. The Omnichannel Imperative: Consistency Across Touchpoints

Customers don’t see “channels.” They see one brand. And yet, 74 percent of CX leaders expect to invest in new technology this year to improve cross-channel consistency.

This signals a major shift: While brands once focused on offering more channels, they’re now prioritizing seamless movement across them, reducing the frustration of repeating information or getting lost between automated and human-assisted support.

Ask yourself: When customers switch from chat to phone, do they have to start from scratch? Do your data and systems make those transitions feel natural or like a frustrating game of hot potato?

4. CX KPIs Are on the Rise, but Can You Prove ROI?

Encouragingly, 68 percent of brands report improving their CX KPIs over the past 12 months, the highest percentage recorded since 2021. But with CX increasingly under executive scrutiny, it’s no longer enough to say your metrics are better; leaders must prove how those improvements drive revenue, retention, and loyalty.

Does your team have a clear ROI story? Or are you still measuring success in a way that resonates with CX teams but not the C-suite?

5. Culture & CX: The Missing Link?

Perhaps the most promising finding: Fifty-eight percent of CX leaders now believe their company culture aligns with a customer-first mindset, the highest level since 2018.

But what about the other 42 percent? If customer experience still feels like a siloed function rather than a company-wide commitment, how do you change that narrative internally?

The Takeaway: Are You Keeping Up?

CX is evolving at a breakneck pace. AI is transforming operations but not replacing the need for human connection. Legacy systems are holding brands back, but those investing in unified technology are gaining an edge. KPIs are improving, but proving CX’s business impact remains critical.

Want the full story? Download the complete research report for deeper insights, data-backed strategies, and expert perspectives from top CX leaders.

→ Get the Report Now

The post The 2025 CX Leaders Trends & Insights: Corporate Edition Report — What Top Brands Are Getting Right (and Where They’re Falling Behind) appeared first on Execs In The Know.

The agent they’re speaking to has an AI-powered assistant working behind the scenes—pulling up order history, analyzing past interactions, and even predicting the best resolution based on similar cases. The agent doesn’t waste time digging through systems or putting the customer on hold. Instead, they’re fully present, listening, empathizing, and solving the problem in seconds.

The result? A happy customer. A confident employee. And a brand that just turned a potential churn into long-term loyalty.

This is the reality of AI in customer experience (CX), not cold automation but technology that makes people better at what they do. The companies that win aren’t replacing human connection; they’re enhancing it. And the CX leaders who understand how to do this strategically? They’re the ones shaping the future.

Lead the Future of AI in CX 

AI is no longer a distant innovation. It’s here, embedded in the customer journey, influencing every touchpoint. But there’s a big gap between using AI and using AI well.

That’s where the Foundations in AI for CX Certification Program comes in. Held April 23-25, 2025, in Minneapolis, MN, this immersive 2.5-day program in partnership with COPC is designed for CX professionals who want to confidently integrate AI into their strategies without losing sight of the human experience.

Why Get AI-Certified?

Because knowing how to use AI isn’t enough anymore. The real advantage is knowing how to align AI with business goals, customer needs, and ethical considerations, turning technology into a tool for real business impact.

Here’s what sets this certification program apart:

• Use AI to create experiences that feel personal, not robotic. Learn how to leverage AI without losing the human touch.
• Shorten the gap between ideas and execution. AI can accelerate problem-solving, but only if you structure data and processes the right way.
• Gain credentials that set you apart as a CX innovator. AI is transforming industries, and certified professionals are the ones leading the charge.
• Understand how to align technology with business goals. AI isn’t just a CX tool; it’s a business driver. Learn how to turn insights into ROI.
• Navigate the ethical considerations of AI-driven interactions. Customers demand transparency and trust. You’ll learn how to design AI experiences that deliver both.
• Make smarter decisions about AI tools and vendor partnerships. AI investments are growing: know how to choose the right solutions for long-term success.

Be the Leader Who Knows What’s Next

The future of CX isn’t just about automation; it’s about augmentation. It’s about AI making people better, not replacing them. The companies that get this right will create the kind of seamless, effortless, and deeply human experiences that set them apart. And the leaders who guide this transformation? They’ll be the ones shaping what’s next.

Are you ready to be one of them? Enroll today and join the growing community of CX leaders who are driving transformation through AI.

The post AI + People = the Future of CX. Get Certified to Master Both. appeared first on Execs In The Know.

The good news is that advancements in automation and artificial intelligence (AI) are enabling contact centers to redefine the customer experience. Businesses that integrate technology thoughtfully—not as a replacement for human agents, but as a tool to enhance efficiency and reduce stress—will be best positioned to deliver the fast, personalized service customers demand.

Customers Expect More, Faster

Today’s savvy consumers expect immediate, high-quality interactions, whether they’re calling to resolve a billing issue, requesting product support, or inquiring about a return. A PwC study found that 73 percent of customers view customer experience as a key factor in their purchasing decisions, sometimes prioritizing it over price or product quality. A slow, frustrating service interaction can drive them to a competitor.

This means businesses need to eliminate friction points in the customer journey. Self-service options need to be intuitive and capable of handling common inquiries, while live agents must be equipped with real-time data and AI-driven insights to quickly address customer concerns. Businesses that fail to adapt risk losing their precious brand reputation and, ultimately, their customers.

Automation and AI Play an Important Role

Automation already plays a big role in contact centers’ ability to satisfy demand, and AI will also soon play a significant role. When implemented strategically, AI should help streamline operations, remove inefficiencies, and allow agents to focus on complex, high-value customer interactions.

Many contact centers struggle with repetitive, manual tasks that slow down service and contribute to agent frustration. AI-powered automation alleviates these challenges by handling routine processes such as post-call summaries, customer authentication, and knowledge retrieval. Instead of spending valuable time searching for information or documenting interactions, agents can shift their focus to problem-solving and customer engagement.

AI is also transforming workforce management. Automated scheduling and workflows ensure that agents are deployed efficiently, balancing workloads and minimizing burnout. When contact centers leverage technology to optimize scheduling and task distribution, agents experience less stress, leading to better job satisfaction and higher-quality service delivery.

Agent Experience is Also Critical

While much of the conversation around CX focuses on technology, it’s important to remember that the agent experience plays a big role in driving customer experience. Agents who feel unsupported, overworked, or burned out are far less likely to deliver the level of service that customers demand. Also, many contact centers continue to face high turnover rates driven by stress and a lack of development opportunities.

Businesses that prioritize the well-being and engagement of their agents see a direct impact on customer satisfaction. Real-time automation can help mitigate burnout by facilitating training, coaching, performance feedback, and stress monitoring. It can drive more timely break scheduling to ensure that agents receive necessary downtime without disrupting service levels. Investing in continuous training and professional growth opportunities not only enhances agent skill sets but also fosters loyalty and long-term engagement.

Recognition and reward programs can also play a crucial role in maintaining morale. When agents feel valued for their contributions, they’re more likely to stay engaged, take pride in their work, and create positive, empathetic interactions with customers.

Balancing Technology and Humanity

Despite technology’s ability to enhance efficiency, human empathy remains irreplaceable in customer service. Customers want their problems to be solved quickly, but they also want to feel heard and understood. The most successful contact centers blend automation with a people-first approach, ensuring that while technology eliminates inefficiencies, agents remain empowered to deliver personalized service to customers. This balance is what sets leading organizations apart.

Automation and AI provide speed and accuracy, but it’s the human connection that fosters long-term loyalty. Companies that recognize this and invest in both AI-powered efficiency and human-driven service will define the future of customer experience.

Contact centers are no longer just service departments; they are brand ambassadors and competitive differentiators. Organizations that embrace technology to streamline operations while simultaneously prioritizing the agent experience will set new standards for excellence in CX.

By strategically leveraging real-time automation and AI, businesses can ensure that they meet today’s customer expectations while creating a resilient, high-performing workforce. The key to success lies in using technology not as a substitute for human service but as a tool to empower agents and elevate the entire customer experience.

Blog post contributed by Intradiem.

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The Foundations in AI for CX Certification Program, taking place April 23–25, 2025, in Minneapolis, is your opportunity to take the reins. Over 2.5 immersive days, you’ll transform how you approach AI, gaining the tools and confidence to integrate it meaningfully into your CX strategy.

Why AI certification is a Game-Changer for CX Leaders

AI is reshaping how brands connect with customers, measure success, and scale operations. But with innovation comes complexity. Do you know how to set AI objectives that deliver real results? Are you prepared to address ethical considerations while maximizing ROI?

CX leaders face these questions daily; this certification program is designed to help you answer them.

The curriculum was well-designed and incredibly relevant to CX leaders. It provided me with actionable strategies to bring back to my team. – Kelly Fifarek, Senior Vice President of Operations at Corpay

What You’ll Gain

1. Strategic Vision: Understand AI’s pivotal role in CX and how to align it with your business goals. Whether it’s improving CSAT or streamlining operations, you’ll learn to lead AI-driven initiatives with confidence.
2. Hands-On Expertise: With over 14 hours of instruction, interactive use cases, and peer collaboration, you’ll connect theory with practice. Walk away with actionable insights and a clear framework for your organization.
3. Credibility That Matters: Certification from COPC signals your expertise to peers, employees, and stakeholders. Proudly display your certification badge on your LinkedIn profile to showcase your forward-thinking leadership.
4. Connection & Collaboration: Engage with like-minded CX leaders in an intimate, in-person setting. You’ll build knowledge, ideas, and connections that outlast the program through an in-depth curriculum, collaborative exercises, and networking.

Why You Can’t Afford to Wait

The pace of AI adoption in CX is accelerating. Brands using AI effectively are already seeing growth in customer loyalty, operational efficiency, and profitability.

This program equips you to:

• Lead AI initiatives that balance technology with empathy.
• Navigate challenges like AI ethics, vendor management, and response quality.
• Achieve measurable results that resonate with customers, employees, and stakeholders alike.
• And more.

By investing in your growth now, you’re not just future-proofing your skills—you’re elevating your leadership impact.

Who Should Attend

This program is tailored for director-level and above CX leaders tasked with integrating AI into their strategies. Whether you’re launching your first AI-driven initiative or scaling an existing one, you’ll find the curriculum invaluable.

Don’t let this opportunity pass. Join the growing community of CX trailblazers shaping the future with AI. Enroll today and set yourself apart as a leader ready to drive transformation.

The post Unlock the Future of CX Leadership with AI Certification appeared first on Execs In The Know.

When Shannon joined Neo Financial, she brought over two decades of experience from some of the world’s leading banks. For her, customer experience goes beyond just customer service—it’s the entire journey, from app design to human touchpoints. Shannon emphasizes that Neo’s success lies in treating every department—product, engineering, marketing—as part of the customer journey. At Neo, everyone is a contributor to the customer experience, which Shannon believes creates a unique sense of collaboration and community.

Neo’s approach is all about breaking the mold. Instead of lengthy training sessions, Neo relies on a real-time knowledge-sharing system that empowers staff with the right answers at their fingertips. This system reduces training time and enables employees to focus more on solving customer issues creatively and efficiently. This innovative approach saves time and resources and supports an environment where employees can thrive.

Technology plays a huge role in Neo’s mission. From chatbots that resolve inquiries with impressive speed to a “test-and-learn” approach with artificial intelligence (AI), Neo integrates tech to streamline the banking experience. For instance, automated chat has drastically reduced customer wait times, and predictive tools have improved customer satisfaction by allowing Neo to anticipate needs before they arise. Shannon’s goal is to use technology to handle routine inquiries, allowing her team to focus on helping customers with complex or sensitive issues.

Customer stories fuel Shannon’s passion, especially when they involve resolving real-life issues through collaboration and empathy. One story that stands out is about a single mother who, thanks to Neo’s innovative approach, found financial support when she needed it most. These stories highlight how Neo doesn’t just provide banking solutions but empowers customers in ways they haven’t experienced before.

Shannon’s vision for the future of CX at Neo is clear: a seamless, efficient experience that feels personal. She’s excited to bring this vision to life, helping customers navigate their finances in a refreshingly straightforward way.

For a deeper dive into Shannon’s insights and the incredible work Neo Financial is doing to disrupt the status quo in banking, check out our full KIA Spotlight article in the October 2024 issue of CX Insight magazine.

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