The rise of AI is directly impacting the Chief Experience Officer (CXO) role, which now centrally integrates service leadership with digital experience and product organization.
On this week’s The Modern Customer Podcast, Valarie Vest, EVP and Chief Experience Officer at Cambridge Investment Research, shares how AI is transforming her pioneering role within the heavily regulated financial services industry. The discussion focuses on the transformative impact of AI on both customer and employee experience.
For nearly 45 years, Cambridge has helped independent financial professionals serve their clients; their client-centric approach guides Valarie’s three-bucket AI strategy.
Key Insights From Our Conversation:
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Data Integration: Move from simple metric collection to driving actionable, compliance-driven strategies.
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Three-Bucket AI Strategy: Adopt a cohesive AI strategy structured across three key fronts: market-ready vendor solutions, secure internal knowledge platforms (LLMs), and dedicated process automation.
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Talent Scaling: Deploy AI to eliminate low-value transactional overhead and maximize human expertise on high-impact tasks.
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CX Leadership: Agility requires a people-first leadership model built on empathy and intellectual curiosity.
👉 Learn how AI is redefining the CXO role and get the strategic framework for all business leaders. Tune in now!
Stream now on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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