From call centers to CX engines Closing the expectation gap with AI: Michael Hutchison, Head of TME & Customer Experience

Published in: Customerland | March 20, 2026

In a recent interview with Customerland, Michael Hutchison, Global Head of TME & Customer Experience at eClerx, discusses how customer service organizations are evolving from traditional call centers into AI-enabled customer experience engines. Hutchison explains that rising customer expectations, combined with increasing operational complexity, are pushing enterprises to rethink service delivery models. He highlights how AI-powered tools — including predictive analytics, real-time agent assistance, and intelligent automation — are helping organizations deliver faster, more personalized, and more efficient customer interactions at scale.

Hutchison also emphasizes that successful AI adoption in customer operations depends on balancing technology with human expertise. He notes that while AI can streamline workflows and improve consistency, organizations must focus equally on governance, workforce enablement, and operational integration to achieve sustainable impact. According to Hutchison, enterprises that effectively combine AI-driven insights with strong execution capabilities will be better positioned to close the growing “expectation gap” in customer experience.