Humans With AI or Humans Without AI

AI Won’t Replace Humans. It Will Give Them Superpowers The promise of artificial intelligence (AI) in customer experience has been clear: create more personalized interactions, reduce friction and build stronger relationships with customers. Yet despite large investments in AI technology, customers still don’t trust that their data is being used properly. The disconnect isn’t with the technology itself. It’s how companies are implementing it.

Rather than using AI to replace humans, the most successful brands are discovering that AI’s true power lies in accelerating human capability and individualizing the customer’s experience.

I recently sat down with Chris Koehler, chief marketing officer at Twilio, for an episode of Amazing Business Radio. Twilio helps brands create world-class customer experiences across all digital channels. Yet, even with the emphasis on digital, Koehler was quick to point out that AI will not replace people.

Read more: https://www.forbes.com/sites/shephyken/2025/09/30/ai-wont-replace-humans--it-will-give-them-superpowers/