Leadership Promises & Frontline Problems
What happens when brands put the burden of a good experience back on the customer? In the inaugural episode of The Single Source of Truth by CMP, Audrey, Brooke and Brian examine what recent headlines from Chipotle and Delta reveal about customer effort, frontline empowerment and the risks of delivering “minimum viable customer service.” Then, the team turns to agentic AI, exploring what a recent Meta misstep can teach leaders about guardrails, employee training and overreliance on technology, before asking an even bigger question: What happens when AI starts standing in for leadership itself? From bigger burritos to AI clones, the conversation comes back to one idea: technology, policy and efficiency only create value when they make the human experience better.