Balancing AI and Empathy in CX Transformation — Featured on AiNews
PARK CITY, Utah, October 31, 2025– In a recent episode of Driving Tomorrow, InteLogix President & CEO Mario Baddour joined host Alicia Shapiro of AiNews to explore how companies can adopt AI without losing the human touch. With CX evolving rapidly across industries, Baddour shared why the future belongs to brands that combine digital intelligence with emotional intelligence.
The conversation highlights how InteLogix uses AI to empower, not replace, human agents. From fully automated call annotations to on-screen answer widgets and predictive analytics, Baddour explained how AI can reduce customer effort, lower operational costs, and create space for deeper, high-value human interactions.
He also warned against blindly implementing automation on top of broken processes, urging leaders to focus first on clean, structured data and ethical AI sourcing. “AI needs you as much as you need AI,” he shared, a reminder that technology works best when paired with intentional, people-centered strategy, and pairing AI and empathy.
Watch the full episode on YouTube:
https://www.youtube.com/watch?v=kb61QZgE9GI
Or explore the discussion on LinkedIn:
Alicia Shapiro’s post