The AI Race Has a Customer Experience Problem

Hello and welcome to CX Today.

I'm Rhys Fisher, Associate Editor, and today I'm delighted to be joined by Muj Chowdhury, the CEO of RocketPhone.ai and a former Salesforce Director.

Muj, thanks for joining me today.

How are you doing?

It's my pleasure.

Thank you.

I'm pretty hot, but apart from that, everything's perfect.

Yeah, I think we all are.

In the UK, although it feels like the last month at least, we're not built for this weather, are we?

Absolutely, absolutely.

but we'll try and persevere because, you know, we've got a really interesting chat today.

I think it's going to be, I think it's one of the big trends in the space right now, to be honest with you.

We're going to be talking about this idea that with all this substantial AI investment in customer experience, in customer service, is it really sort of delivering on its promise, I guess.

And given your experience that we touched on with Salesforce, we're going to maybe use them as a little bit of a lens for this discussion and especially considering the recent news that Morgan Stanley actually downgraded its price target for Salesforce.

And I know the framing around that was timing and commercial proof more than perhaps outright AI skepticism.

But in your opinion, where do you think the gap is between the AI story that Salesforce is currently selling and the value customers can actually reliably realize today?

Hello and welcome to CX Today.

I'm Rhys Fisher, Associate Editor, and today I'm delighted to be joined by Muj Chowdhury, the CEO of RocketPhone.ai and a former Salesforce Director.

Muj, thanks for joining me today.

How are you doing?

It's my pleasure.

Thank you.

I'm pretty hot, but apart from that, everything's perfect.

Yeah, I think we all are.

In the UK, although it feels like the last month at least, we're not built for this weather, are we?

Absolutely, absolutely.

but we'll try and persevere because, you know, we've got a really interesting chat today.

I think it's going to be, I think it's one of the big trends in the space right now, to be honest with you.

We're going to be talking about this idea that with all this substantial AI investment in customer experience, in customer service, is it really sort of delivering on its promise, I guess.

And given your experience that we touched on with Salesforce, we're going to maybe use them as a little bit of a lens for this discussion and especially considering the recent news that Morgan Stanley actually downgraded its price target for Salesforce.

And I know the framing around that was timing and commercial proof more than perhaps outright AI skepticism.

But in your opinion, where do you think the gap is between the AI story that Salesforce is currently selling and the value customers can actually reliably realize today?