Global Services: FDI, CX, BPO & Tech

Artificial intelligence is transforming customer experience, but are companies focusing on the wrong things?In this keynote from CX Summit 2026, organized by BPro, AI strategist and speaker Tricia Wang explores why the businesses that rely solely on automation and optimization may be setting themselves up for failure. Drawing on history, real-world business examples, and the latest developments in AI, she explains why human insight, context, and what she calls "thick data" are becoming more valuable (and not less) in the age of AI.Watch the video version here: https://youtu.be/86HtH89g8UQFind Tricia WangInstagram: https://www.instagram.com/triciawang LinkedIn: https://www.linkedin.com/in/triciawang Advanced AI Society: https://advancedaisociety.org#CXSummit #BPO #bpo Where to find meWebsite: cognitivebusiness.news/LinkedIn: linkedin.com/company/cognitive-business-news/Facebook: facebook.com/cognitivebusinessnews/Instagram: instagram.com/cognitive_business/More about Loren Moss: https://lorenmoss.com/writeCheck out my other YouTube Channels:Loren Moss: https://www.youtube.com/@LorenMossCognitive Business Shorts: https://www.youtube.com/@CognitiveBusinessShortsFinance Colombia: https://www.youtube.com/@FinancecolombiaFinance Colombia Shorts: https://www.youtube.com/@FinanceColombiaShortsThe Clerisy: https://www.youtube.com/@theclerisywithlorenmossThe Clerisy Shorts: https://www.youtube.com/@ClerisyShortsEmpleo Bilingüe: https://www.youtube.com/@EmpleoBilingue

AI is transforming customer service, but are companies making things worse instead of better? After attending the CX Summit in Cartagena, I share why so many brands are rushing to replace people with AI, and why that strategy could end up driving customers away. From frustrating chatbots to Colombia's biggest service providers, here's what businesses keep getting wrong—and what great customer experience actually looks like. Do you think AI has improved customer service, or made it more frustrating? Let me know in the comments. #bpro #cxsummit #colombiaWatch the video version here: https://youtu.be/3lVvrmR45ysWhere to find meWebsite: cognitivebusiness.news/LinkedIn: linkedin.com/company/cognitive-business-news/Facebook: facebook.com/cognitivebusinessnews/Instagram: instagram.com/cognitive_business/More about Loren Moss: https://lorenmoss.com/writeCheck out my other YouTube Channels:Loren Moss: https://www.youtube.com/@LorenMossCognitive Business Shorts: https://www.youtube.com/@CognitiveBusinessShortsFinance Colombia: https://www.youtube.com/@FinancecolombiaFinance Colombia Shorts: https://www.youtube.com/@FinanceColombiaShortsThe Clerisy: https://www.youtube.com/@theclerisywithlorenmossThe Clerisy Shorts: https://www.youtube.com/@ClerisyShortsEmpleo Bilingüe: https://www.youtube.com/@EmpleoBilingue

What does great customer experience leadership look like in the age of AI? At the CX Summit in Cartagena, Colombia, I sit down with customer experience expert Brad Cleveland, founder of ICMI and author of Leading the Customer Experience, to discuss the future of CX, the role of leadership, and why so many companies risk repeating the mistakes of the past.Watch the video version here: https://youtu.be/AnKaXTs3q4gWhere to find meWebsite: cognitivebusiness.news/LinkedIn: linkedin.com/company/cognitive-business-news/Facebook: facebook.com/cognitivebusinessnews/Instagram: instagram.com/cognitive_business/More about Loren Moss: https://lorenmoss.com/writeCheck out my other YouTube Channels:Loren Moss: https://www.youtube.com/@LorenMossCognitive Business Shorts: https://www.youtube.com/@CognitiveBusinessShortsFinance Colombia: https://www.youtube.com/@FinancecolombiaFinance Colombia Shorts: https://www.youtube.com/@FinanceColombiaShortsE Pluribus Unum: https://www.youtube.com/@OutofmanywebecomeoneE Pluribus Shorts: https://www.youtube.com/@EPluribusShortsEmpleo Bilingüe: https://www.youtube.com/@EmpleoBilingue

Today I’m at the NAB Show 2026 in Las Vegas, one of the biggest events in media and broadcasting, and there’s a lot changing. Walking the floor, you can really see how fast things are evolving. From NDI and IP workflows starting to replace traditional broadcast infrastructure, to smaller and more powerful camera setups, to AI tools that are beginning to automate parts of production and distribution. I'll share what I’m seeing here on the ground, the biggest trends from the show, and what it all might mean for the future of media.Watch the full video here: https://youtu.be/wEfGb4NDy_oWhere to find meWebsite: cognitivebusiness.news/LinkedIn: linkedin.com/company/cognitive-business-news/Facebook: facebook.com/cognitivebusinessnews/Instagram: instagram.com/cognitive_business/More about Loren Moss: https://lorenmoss.com/writeCheck out my other YouTube Channels:Loren Moss: https://www.youtube.com/@LorenMossCognitive Business Shorts: https://www.youtube.com/@CognitiveBusinessShortsFinance Colombia: https://www.youtube.com/@FinancecolombiaFinance Colombia Shorts: https://www.youtube.com/@FinanceColombiaShortsE Pluribus Unum: https://www.youtube.com/@OutofmanywebecomeoneE Pluribus Shorts: https://www.youtube.com/@EPluribusShortsEmpleo Bilingüe: https://www.youtube.com/@EmpleoBilingue

At the NAB Show 2026 in Las Vegas, I sat down with Yolanda Fang, Sales Manager of YoloLiv, to take a closer look at the YoloBox Extreme, a compact all-in-one live production system designed to replace a much larger traditional setup.If you're interested in live streaming gear, portable broadcast setups, or the future of creator production tools, this is one to watch. Filmed on the show floor at NAB Show 2026 in Las Vegas.Watch the video version here: https://youtu.be/sFNpTML6E8AWhere to find meWebsite: cognitivebusiness.news/LinkedIn: linkedin.com/company/cognitive-business-news/Facebook: facebook.com/cognitivebusinessnews/Instagram: instagram.com/cognitive_business/More about Loren Moss: https://lorenmoss.com/write