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Alice Sesay Pope on What Amazon Taught Her About AI and Trust

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Executive InterviewJun 23, 202613 min read

Generative AI is reshaping customer experience faster than most organizations can govern it, and trust is becoming the casualty. Companies are racing to automate, deflect contacts, and cut costs, often without asking what those choices feel like from the customer's side. The result is a growing trust recession, where efficiency wins on the quarterly scorecard while customer confidence quietly erodes.

This interview digs into what leaders keep getting wrong with AI and customer experience, and how to get it right. It covers how to decide which interactions should stay human, why the failure moment matters more than the happy path, and what changes once AI stops advising and starts acting on a customer's behalf. It also examines the half of AI transformation most leaders neglect: reskilling the workforce and bringing associates along rather than automating around them.

Alice...

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Alice Sesay Pope on What Amazon Taught Her About AI and Trust

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