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AI is being bolted onto everything right now — but does adding intelligence actually help your customers, or just hide the mess underneath?
Kabir Roy, a UX and CX product leader with two decades of work spanning global names like BlackRock and Ford, joins Paul Knittle to unpack the AI experience gap: why companies keep repeating the feature-piling mistakes of the early 2000s, and how to tell whether a client needs a new AI tool or just a simpler human touchpoint.
He shares a painfully familiar customer-service story, the hard lesson from taking his own idea to Shark Tank India, and why the next evolution isn't UX or CX but what he calls AIX. A practical listen for any leader deciding where AI belongs — and where it doesn't.
Key Events
🎯 00:00 Welcome & Guest Intro
💡 02:00 When Good Tech Fails Users
🦈 04:20 His Shark Tank India Journey
⚠️ 07:45 The AI Experience Gap
🤖 10:00 Fighting a Support Bot
🤝 13:20 Add AI, or Simplify?
🚀 18:50 The Rise of AIX
Tip worth stealing:
Before adding AI to anything, ask why you actually need it. Bolting intelligence onto a complex system just amplifies the complexity instead of removing it — reduce the friction underneath first.
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