Avoiding "Slop" in Customer Experience

AI is transforming customer experience by delivering faster service, better insights, and personalized interactions. But as Brad Cleveland explains, there’s a growing risk of “slop” (i.e., friction, loss of trust, and organizational debt) when speed and automation take priority over thoughtful design, quality standards, and human judgment. 

 

Drawing on insights from a recent Wall Street Journal article and industry experience, Brad Cleveland breaks down common pitfalls of rushed AI deployment, such as buggy systems, hollow communications, frustrated customers, and missed opportunities for employee development. 

 

Learn how leading organizations use AI to empower—not bypass—people, defining quality, building trust, and continuously improving. Discover practical leadership tests to ensure AI-driven changes actually improve the customer and employee experience.