AI + Empathy: The New CX Skillset

As AI handles routine inquiries, human agents are left with the toughest, most emotionally charged customer interactions. In this episode, Myra Golden shares her psychology-based 3R framework—Regulate, Redirect, Resolve—to help teams de-escalate conversations, build trust, and close interactions with clarity. She also reveals how AI can elevate training, coaching, and scale in the modern CX organization.

You'll walk away with:

• The 3R Conversation Control Framework and how to apply it in high-stakes moments

• Practical ways to use AI for real-time coaching, role-play, and frontline enablement

• New CX metrics to track in an AI-first world—like recovery after AI-to-human handoffs

Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens.

Mentioned in this Episode

• The 3R Conversation Control Framework (Regulate, Redirect, Resolve)

• AI-powered role-play personas and Copilot integration

• “Ask Myra” AI coaching companion

• Metrics: CSAT, AHT, and AI-to-human recovery rate

🎧 Produced by Larj Media

📩 For more CX insights, follow Nicole on Linkedin

If you have questions or comments about CX email us: SimplyCX@microsoft.com

Additional Resources

Myra Golden – Customer Experience Expert, Consultant, and Creator of the 3R Framework. Specializes in de-escalation, conversation control, and AI-enabled CX training.