CX Compass Book No. 3
A series on CX leadership
This book is your practical guide to building the Conversational Enterprise — a living, listening ecosystem where bots and humans don’t compete, they complement.
Silence is expensive — and in CX, it’s deadly. Every pause between a customer’s request and your response is loaded with impatience, frustration, and judgment. The longer the silence, the faster trust evaporates. A chatbot that loops canned replies, a voicebot that stumbles over intent, or a human agent chained to rigid scripts all create the same problem: dead air where there should be dialogue.
This book is your practical guide to building the Conversational Enterprise — a living, listening ecosystem where bots and humans don’t compete, they complement. You’ll see why scripts collapse under real conversations, how Gen AI voicebots and chatbots can improvise like seasoned teammates, and how to design recovery paths for the inevitable “oops” moments.
Because in the end, customers don’t care about your org chart or tech stack. They don’t want “channels.” They want one conversation, uninterrupted, wherever and however they reach out.
Seven chapters on building a Conversational Enterprise — from scripts that collapse to bots that improvise.
The costly gap between request and response.
Why rigid flows frustrate more than they help.
Smarter, adaptive chat & voicebots that feel like teammates.
How to balance automation with the human touch.
The hidden costs of bad conversational design — & how to fix them.
Building CX that gets smarter every day.
Four kinds of CX practitioners who’ll get the most from these chapters.
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