The AI transformations reshaping customer experience: Michael Hutchison, Head of TME & Customer Experience

Published in: CMSWire | February 12, 2026

In a recent CMSWire discussion about artificial intelligence in customer support, Michael Hutchison, Global Head of Customer Operations at eClerx, highlights how AI is most effective not by replacing human agents but by augmenting them. Hutchison points out that tools like automated call summarisation, real-time agent prompts, and next-best-action guidance enhance productivity, shorten after-call work, and help new agents ramp up more quickly — demonstrating measurable efficiency gains when AI supports human expertise rather than substitutes it.

From Hutchison’s standpoint, the real value of AI in customer experience lies in operational integration, governance, and data readiness. He emphasises that production-scale AI must account for variability in data quality and interaction types, and requires strong oversight to ensure consistent, compliant, and high-quality customer outcomes.