In today's episode, I sit down with Jonathan Shroyer, the Chief CX Innovation Officer at Arise Virtual Solutions and one of CIO Journal's "Top CX Professionals of 2022." This episode offers an in-depth exploration into the intricacies of modern customer experience (CX) and unpacks the key priorities every leader should focus on for organizational success. We discuss the urgent importance of psychological safety in the workplace. Jonathan illuminates how empathy, communication, and genuine leadership can catalyze team engagement and drive business outcomes. As we navigate through the era of digital transformation, the conversation shifts to how artificial intelligence (AI) is revolutionizing the CX industry. We dissect the ethical complexities and operational challenges tied to AI implementation. They stress that while AI has the potential to optimize efficiency, the human element of empathy must never be sidelined. The discussion takes a practical turn as they tackle the pressing need to strike a balance between automation and human touch in customer service. Drawing upon decades of experience, Jonathan provides insights into harnessing next-gen AI for creating compelling customer journeys, without losing sight of employee experiences.