“We’re at the cusp of technology giving another push on this evolution of customer experience and what it means for brands.”

—Tiffani Bova, former Global Growth Evangelist at Salesforce

How is AI changing your customer experience? From chatbots to virtual assistants to agentic AI, AI is becoming a key player in customer interactions, redefining both efficiency and customer relationships. 

But here’s the critical question for your company: Are these AI-driven interactions genuinely enhancing your customer experience, or are they eroding the human connection that fosters true customer loyalty?

To find out, BigSpeak Speakers Bureau consulted with Tiffani Bova, the former Global Growth Evangelist at Salesforce, on what your company can do to enhance customer experience. She is a two-time Wall Street Journal bestselling author of Growth IQ and The Experience Mindset. And a thought leader on customer experience.

Here are a few ideas Tiffani has been sharing in podcasts and on LinkedIn on enhancing your customer experience.

Focus on more than AI.

According to Tiffani, AI on its own won’t transform your business. If your systems are fragmented, if your teams are stretched thin, if your culture isn’t ready, then AI will only amplify those cracks, not fix them.

Improve the human experience.

Tiffani recommends that companies map out their customers’ journey, identifying where clarity, speed, and empathy could make the biggest impact. Then you should use AI to enhance authenticity, not replace humans. You want authenticity at every touchpoint.

Empower employees.

For Tiffani, the most effective AI deployments do more than streamline operations. They enhance your team’s ability to listen, solve, and improve the customer experience with empathy. When your employees can focus on the human touch, that’s where real customer loyalty begins.

Remember, your employees are your secret sauce. Employees empowered by intelligent AI tools can focus on more meaningful interactions, adding the human connection that customers crave and remember.

Let your customer value drive innovation.

Finally, Tiffani suggests companies anchor their AI efforts in what customers actually need instead of following the latest trend in AI. When you solve for relevance, you set yourself apart from your competitors in ways they can’t easily copy.

In the end, AI is not the answer to your company’s problems. It’s just another tool to improve your company’s performance. Business is about people, not technology. If you want to build sustainable growth and improve the customer experience, you’ll need to develop your AI strategy to enhance the human experience.

If you would like to learn more about AI and customer experience, contact BigSpeak Speakers Bureau to book Tiffani Bova or another customer experience expert.

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