Send us a textIn this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Dom Nicastro, Editor-in-Chief at Simpler Media Group and longtime journalist covering CX, content, and enterprise tech.Dom has spent years watching AI reshape newsrooms — and he sees striking parallels with what CX leaders are facing today. Journalists and CX teams share the same challenge: cutting through hype, spotting “AI slop,” and building trust through accuracy, governance, and human judgment.They explore:Why journalism’s skepticism is exactly what CX needs right nowHow AI accelerates good work — and exposes weak processesWhy bad AI (in news or CX) destroys trust instantlyWhat Dom hears backstage at CX events that rarely makes it into press releasesThe role of governance, vetting, and human oversight in customer-facing AIHow CMSWire built “Roberta,” their internal RAG system to support real reporting — not replace itDom’s take is clear: AI won’t replace humans, but it will reveal who’s doing the work well — and who isn’t.👉 Listen to the full episode to learn what journalism can teach CX leaders about building trustworthy AI.#AI #CustomerExperience #CX #Journalism #PolyAI #CMSWire #ConversationalAI Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube

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