AI without a human in the loop is a recipe for disaster in the CX space, according to Matthew Storm and Thomas Helfrich, founder of Instantly Relevant and host of the Cut the Tie podcast.
In the latest episode of Speechless: Lessons from the Frontlines of Customer Experience, Thomas and Matthew explore the difference between automating a task and creating an actual experience.
Thomas has spent years experimenting with outreach, intent signals, and AI-powered engagement. His takeaway is simple:
AI can guide the interaction.
Humans make it matter.
Together, Matthew and Thomas explain why first impressions still shape the entire customer journey. They talk about where automation helps (and where it hurts), why “full-AI mode” can backfire, and the small, thoughtful gestures that build loyalty far more effectively than flashy technology.
If you’re leading CX, designing customer journeys, or rethinking how AI fits into your service strategy, this episode will spark ideas you can use immediately.
🎧 Listen to the full conversation:
