Tom Lewis joins Juan, delving deep into the intricate world of CX and AI technologies. With his vast experience in the CX realm, Tom sheds light on the disruptions and transformations reshaping the industry. While acknowledging the human-intensive process of customer service, Tom also brings to the table the increasing trend and challenges of automating various facets of the service. The episode takes a significant turn when Tom touches upon the topic of AI strategies in customer service. He offers a balanced perspective, stating that it's premature to pinpoint clear winners and losers in the AI-driven CX landscape. Join Juan and Tom as they navigate the ever-evolving world of CX, offering insights, experiences, and forward-thinking perspectives that will undoubtedly benefit listeners keen on staying updated in the CX space.