What Can a Carnival Fortune-Teller Teach Us About Customer Experience? By Desiree Grace Imagine a fortune-teller at a carnival. You walk into her tent, engulfed in the smell of incense, and there she sits with her crystal ball. “Welcome,” she says. “I am Madame Desdemona. I know you have questions. With the help of the spirit world, I have answers. Sit, and I will tell you what you need to know about the future of customer experience in the B2B world.” I’ve sat in enough customer experience reviews to know the questions sound eerily similar. She gazes deeply into your eyes, as if she can see into your soul. “I see you have concerns about AI,” she says. “If AI could replace good customer service, it would have already done it.” The conversation continues. You discuss how AI can improve and predict problem resolution, especially for routine issues like lost order tracking, proof of delivery, and invoice discrepancies. You realize that many of these challenges can be anticipat...