‘AI And The Illusion of Productivity’ by Lara Khouri

In customer experience and organisational transformation, AI is often positioned as a straightforward accelerator of productivity. The narrative is compelling: automate tasks, reduce effort and unlock faster outcomes at scale. Yet, as many CX leaders are discovering, the reality of implementation is far more nuanced.

In this insightful piece, Women in CX Inner Circle member, award-winning people-centric leadership strategist, and CX transformation expert Lara Khouri explores the gap between the promise of AI-driven productivity and the lived reality of implementation.