We’ve all been there. You’re trying to solve a simple billing issue, and you’re stuck in a 10-minute "loop of doom" with a chatbot that doesn’t understand your question. It’s efficient for the company, sure, but it’s infuriating for you. In a recent episode of Authentic Living with Roxanne, I sat down with Tom DeWitt to dive into this exact tension. Tom is a master of customer experience (CX), and he highlighted a hard truth: many AI initiatives in the corporate world are fai