You control your customer experience, not AI` focuses on the misconception that introducing AI in customer service will lead to a loss of control. The article reassures leaders that they can maintain their agency and high standards while leveraging AI, which can actually bring them closer to their customers and improve the overall experience. The author suggests starting small with internal trials, testing with a trusted group of customers, inviting customers to be part of the process, and signaling their involvement in the journey to foster trust. By doing so, leaders can harness the benefits of AI while preserving human connections that count in delivering exceptional customer service.