#252 - GOOW TV with Kathryn Simons-Porter - Building Strategy for Human-Centred CX

AI is moving fast. Faster than most organisations and people can emotionally keep up with.

In this special episode of Get Out of Wrap TV, I’m joined by Kathryn Simmons Porter, founder of Flourish, to explore what she calls “The Trust Paradox” – the growing tension between rapid AI adoption and the human emotions it triggers inside contact centres.

We talk openly about:

• Why AI isn’t replacing people – but changing them

• The emotional responses agents experience when AI is introduced known as AI grief

• Why trust, transparency and purpose matter more than ever

• How emotional intelligence (EQ) is becoming a core business capability, not a “soft skill”

• The real cost of absenteeism, disengagement and poorly handled AI rollouts

• Why leaders must focus on people readiness, not just tech readiness

Kathryn brings nearly 30 years of contact centre experience and a deep understanding of emotional intelligence, blending practical insight with real-world examples including how AI has personally impacted her own family.

If you’re responsible for CX, EX, contact centre strategy or AI transformation, this conversation will challenge how you think about success in the age of automation.

🎧 Listen now and join the conversation.