Featured Guest: Kristi Faltorusso, Chief Customer Officer at ClientSuccess.
In this episode of The CustomerX Files, Alison Bukowski and Kristi Faltorusso cut past the hype and tackle the real barrier standing between AI strategy and AI success: adoption. You can buy the best tools on the market, but if your teams aren’t aligned, enabled, and ready to work differently, your AI investment becomes… shelfware. Kristi brings a blunt, real-world perspective on what leaders consistently miss when rolling out AI across customer-facing teams. Spoiler: the technology isn’t the problem. The humans are—and the organizations that get AI right are the ones that build change management into the foundation, not as an afterthought.
✔ The biggest myths about AI in CX
Why most teams assume AI will “just work”—and how that mindset derails adoption before it even starts.
✔ Why change management—not tech—is the true failure point
The uncomfortable truth every leader must face before implementing AI.
✔ How to prepare teams for AI-driven workflows
What “readiness” actually looks like, from skills to communication to process redesign.
✔ What customer marketing and CX leaders must do to drive adoption
Your role in removing friction, building alignment, and enabling confident day-to-day use.
✔ Practical steps to turn AI strategy into measurable impact
Actionable steps you can take this quarter to ensure your AI roadmap delivers more than a press release.
Whether you’re a customer marketing leader, advocacy professional, or cross-functional growth partner, this episode offers valuable perspectives on how to elevate your Customer Marketing & Advocacy strategy and effectiveness by breaking down the barrier between AI strategy and success: user adoption.
Listen now for a candid, inside look at what it really takes to make AI stick inside your organization—and how you can turn your investment into real, sustained impact.
.svg){kind=icon}
