Скачать или смотреть Humanity At Scale in the Age of AI — CXBS S.3 Ep.12

AI is transforming how organizations operate, shifting how work gets done, how decisions are made, and how people experience the outcomes. Yet in the rush to automate, many leaders fear losing the human elements that truly create trust, loyalty, and connection.

In this episode, Bruce Temkin challenges the assumption that AI inevitably dehumanizes work. He’ll break down how leaders can use AI to amplify empathy, judgment, and human insight rather than replace them. Bruce will offer a practical lens for deciding where AI belongs, where people matter most, and how to lead teams through this shift without losing the heart of the experience.

Customer Experience isn’t just data, models, or automation. It’s about protecting what makes experiences feel human and using AI to scale that humanity, not diminish it.

Key Takeaways:

Human + AI Collaboration: What effective partnership between people and intelligent systems looks like in real work.

*Lead with Values: How leaders can leverage AI without compromising empathy, judgment, or trust.

*Humanity at Scale: Why this movement matters now and how it will define the next era of experience.

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About Bruce

Bruce Temkin is a visionary in human experience management and one of the most influential voices in customer and employee experience. Often called the “Godfather of Customer Experience,” Bruce pioneered modern CX, EX, and Experience Management as we know them today.

He has led and shaped major global organizations, including the Qualtrics XM Institute, the Customer Experience Professionals Association, and Temkin Group. Earlier in his career, he served as a vice president at Forrester Research, where he became the firm’s most-read analyst for 13 consecutive quarters.

Bruce’s work has helped organizations worldwide rethink trust, loyalty, purpose, and empathy as drivers of sustainable success. Today, he continues to guide leaders in building organizations where humanity scales, even in an AI-driven world.