Is your organization's rush to adopt AI actually creating a worse experience for your customers? With a shocking 80% of AI projects failing to deliver, many companies are caught in a "drive to the bottom," cutting costs while sacrificing the genuine human empathy that builds loyalty. This episode tackles that technology trap head-on, offering a new, human-centred playbook for blending automation with authenticity.In this episode of The Kiwi CX Collective, we sit down with Richard Winterburn, a 30-year contact centre veteran and CCNNZ Committee Member. Drawing from a career that spans 90s call centres to consulting for Buckingham Palace, Richard brings a rare and powerful perspective to the AI debate. He champions a philosophy where technology is a tool to empower people, not a replacement for them.We discuss why so many tech projects fail and explore the critical strategies for building a CX ecosystem that truly works:What is "Agentic AI"? Richard breaks down this new wave of technology, explaining the "train vs. car" analogy and why 63% of customers already prefer it for certain tasks.Can AI ever really be empathetic? We challenge the hype and discuss why AI is still a decade away from replicating true human connection, and where that human touch remains non-negotiable.How does AI empower agents? Learn how tools like call summarization are moving beyond simple "time-savers" to actively improve the agent experience and capture richer data.How do you build a culture that supports innovation? We explore the critical need for a "failure tolerant" workplace and why the "one perfect vendor" myth is so damaging.What is the "Win-Win-Win"? Richard shares his framework for focusing not just on your company and your customer, but on your customer's customer to find true success.This is a must-listen for contact centre leaders, CX strategists, and operations managers who want to move beyond the AI hype. If you want a practical blueprint for navigating new technology, getting your team on board, and building an experience that delivers both efficiency and empathy, this episode is for you.Guest: Richard Winterburn, CCNNZ Committee Member & Founder at DigEcom Connect with Richard: Linkedin: Richard WinterburnWebsite: digecom.co.nz   Keywords: Artificial Intelligence (AI), Agentic AI, Customer Experience (CX), Contact Centre, Human Empathy, Agent Experience (AX), Call Summarization, Offshoring, CX Leadership, CCNZ, New Zealand Business, CX Strategy, Technology Implementation, CX Metrics.Connect with CCNNZ: Website | LinkedIn | YouTube | Facebook Connect with Elias Kanaris: Email | LinkedIn

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