From our recent Kiwi CX Collective Podcast Episode with Tim Muhundan, the CEO of Automate.CX
Is AI Secretly Destroying Your Customer Experience?
We’ve all been there: stuck on hold, transferred between departments, and repeating our problem to a different person each time. It’s the classic bad customer experience (CX). Artificial intelligence promises to fix this, offering a world where customers are instantly routed to the right person with their history at the agent’s fingertips.
But as businesses rush to automate, a critical question arises: How do we embrace this technology without sacrificing the empathy and personal connection that define great service?
In this episode of the Kiwi CX Collective, we speak with Tim Muhundan, CEO of Automate.cx, a specialist in designing customer journeys that are both predictive and personal. Tim reveals the shocking statistic that 95% of AI projects in CX fail to deliver a return on investment and provides a roadmap for how your business can be in the successful 5%.
What You’ll Hear:
Beyond the Hype: Why 95% of AI Projects Fail. Tim exposes the common pitfall of businesses jumping on the AI bandwagon due to FOMO (“fear of missing out”). He explains why copying competitors is a recipe for disaster and how to get real returns by focusing on solving your unique business friction first.
Empowering Your Agents, Not Replacing Them: The conversation has shifted from “How can we get rid of staff?” to “How can we make their lives easier?” Discover how the best AI implementations act as a co-pilot for your team, eliminating burnout by handling repetitive tasks so your agents can focus on high-value, empathetic conversations.
The Hidden Dangers of Unchecked AI: Are your employees copying and pasting customer information into ChatGPT? Tim discusses the massive compliance and data security risks of “shadow AI” and stresses the importance of using integrated, secure AI systems to protect your customer data and your business.
The Buck Stops Here: Leadership & Governance. When an AI bot makes a mistake—like charging a customer for a dent that’s actually just mud—who is responsible? Tim makes it clear that leaders must take ownership and establish strong AI governance to protect their brand and build trust with their customers.
This isn’t about a future run by machines. It’s about using machines to do the things we hate so we have more time for the human connections that matter.
Watch the full episode to learn how to build a customer experience that perfectly blends automation with humanity.
Watch the full episode now:
Connect with our Guest:
- Tim Muhundan: CEO, Automate.CX
- LinkedIn: Tim Muhundan
