What if the fastest answer isn’t the right one? We unpack the tension between speed and resolution in customer experience, exploring why AI bots can erode trust when they chase efficiency instead of fixing the real problem. With guest co-host Jennie Lewis of Airship, we dig into pragmatic ways to use AI as an amplifier for empathy.

We also step into hospitality, where automation has raced ahead with mobile keys, kiosks, and virtual front desks. Convenience is great—until an empty lobby at midnight changes how safe a guest feels. From solo travel realities to on-the-ground service design, we discuss how to widen the journey map beyond “check-in to room” and include the edge cases that define trust.

Then we tackle dynamic pricing. There’s a world of difference between rewarding loyalty and playing whack-a-mole with rates. We call out practices that feel predatory, highlight proactive offers that build goodwill, and suggest clear guardrails that prevent sticker shock.

If you care about CX that feels human and scales gracefully, this conversation will sharpen your playbook. Subscribe, share with a colleague, and leave a quick review.

About Jennie Lewis:
Sr Manager, Customer Insights at Airship

Jennie Lewis is a value-focused researcher who transforms complex data into revenue-driving narratives. An expert in quantifying CX ROI, she began as a self-taught coder automating emails for GM before leading agency teams that supported iconic brands like Marriott, Chase, and Marvel. She bridges the gap between technical data and business strategy, managing a portfolio of research results that achieve increased influenced revenue. Certified by Northwestern, eCornell, and Google, Jennie is a recognized thought leader and mentor dedicated to proving that great customer experience is a measurable driver of growth.

Follow Jennie on...
LinkedIn: https://www.linkedin.com/in/jennie-lewis/

Articles Mentioned:
- Customer service AI bots not ready for prime time, survey suggests (Consumer Affairs)
- Ireckonu- 2025 year in review: What had happenend in the hospitality technology industry? (Breaking Travel News)
- Asda’s unhappy shoppers give boss food for thought (The Times)

Resources Mentioned:
Women In CX Community
Order your copy of Experience Is Everything
Experience Investigators Website

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)