The AI Personalization Trap CX Leaders Must Avoid ->CX Today | More info at BigEarthData.ai | #AI
The AI Personalization Trap CX Leaders Must AvoidPersonalized customer experience is no longer just about using the right data to deliver a better message. As AI becomes embedded across customer journeys, contact centers, marketing workflows, and digital channels, CX leaders are facing a more difficult question: when should AI be allowed to act? That question sits at the heart of this CX Today conversation with Nicole Willing, Kristen Zhou, VP of Product at Treasure AI, and Guy Bourgault, Head of Agentic Systems at Concentrix, exploring why AI-powered personalization creates new risks around consent, governance, data access and customer trust. For Zhou, the biggest shift is that consent can no longer be treated as a static checkbox. AI systems are now capable of inferring preferences, observing behavior, enriching profiles and recommending actions based on signals customers may not have explicitly shared. That means enterprises need clearer permission structures, stronger guardrails and a more thoughtful way to decide where human oversight is required. “In the last 12 months we have moved from asking, do we have consent, to asking, should AI be allowed to take the action?” Bourgault agrees that customer preferences are becoming more dynamic. Rather than simply capturing a preference and storing it in a customer relationship...www.cxtoday.com