The AI-Customer Service Podcast

In this episode, host Manab Boruah engages in a deep conversation with Ian Golding, a certified customer experience professional with over three decades of experience. Ian shares insights on how AI is transforming customer service and support, discussing real-world use cases and the importance of balancing automation with human empathy. They explore the strategic implementation of AI, its potential to enhance efficiency, and the critical role of understanding customer journeys.

Ian also highlights examples from global brands and industries, emphasizing that success with AI depends on mindset, not just technology. Whether you're looking to optimize your customer experience or curious about AI’s role in the future of service, this episode offers valuable takeaways.

Tune in to learn how businesses can harness AI without losing the human touch!

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(00:00 - 00:47) Introduction to Ian Golding

(00:48 - 01:35) Operationalizing Customer Experience

(01:53 - 05:34) AI in Customer Experience: Trends and Tips

(05:35 - 07:38) Balancing AI and Human Empathy

(07:39 - 09:19) Examples of AI Missteps

(09:20 - 12:52) Hospitality and AI Automation

(12:53 - 14:29) AI's Role in Customer Journey Mapping

(14:30 - 17:40) Barriers to Effective AI Adoption

(17:41 - 20:54) Case Studies: Successful and Unsuccessful AI Use

(20:55 - 22:45) AI as a Process Enabler

(22:46 - 34:42) AI in Various Business Functions

(34:43 - 40:26) Change Management and AI Integration

(40:27 - 44:40) CX Examples Across Industries

(44:41 - 47:08) Closing Thoughts: Global CX Inspiration

#AICustomerService #CustomerExperience #CX #CustomerSupport

In this episode of AI in Customer Service, we sit down with Henrik Jan, CEO and co-founder of Perdoo, to explore how AI is reshaping the customer service landscape. Henrik shares valuable insights from his journey in customer service leadership, touching on the latest advancements and challenges posed by AI, and how AI can complement human empathy in customer support. We dive into practical strategies for integrating AI, balancing automation with human touch, and setting up success metrics to ensure customer satisfaction. If you're a customer service leader, product manager, or simply curious about AI’s impact, this episode is packed with actionable takeaways and forward-thinking perspectives.

(00:00 - 01:00) Introduction and Theme: OKRs in Customer Service

(01:00 - 02:00) Meet Henrik-Jan van der Poel and Perdoo’s Journey

(02:00 - 04:17) Challenges in Customer Support and Global Scaling

(04:17 - 07:07) Early Use of Intercom and Lessons Learned

(07:07 - 12:08) AI in Customer Service: Tools, Frustrations, and Opportunities

(12:08 - 19:09) Content Creation and Localization with AI

(19:09 - 26:01) Balancing AI Automation with Human Empathy

(26:01 - 28:01) Advice for Leaders on Implementing AI Effectively

(28:01 - 33:14) Future of AI in Customer Service

(33:14 - 33:57) Closing Thoughts and Gratitude

#okr #kpi #customerservice #customersupport #aicustomerservice

In this episode of the AI-Customer Service Podcast, host Manab Boruah is joined by Ken Easthouse, an experienced customer service leader, to discuss the transformative role of AI in customer support. Ken shares insights from his 20-year career in customer service, including his journey from Capitol Hill communications to leading customer support teams in large and small organizations.

Ken dives into the realities of AI implementation in customer service, dispelling myths, highlighting practical challenges, and sharing success stories from his work with companies like Spot on Fence. He provides valuable advice on how AI can enhance customer experience when tailored correctly, addressing the balance between AI automation and human empathy in support roles. Ken also emphasizes the importance of good data, real customer feedback, and the future potential of AI as a support tool rather than a replacement for the human touch.

Join us for an engaging discussion on the evolving landscape of AI in customer service, where Ken also shares predictions on industry trends and offers advice to customer service leaders navigating the challenges of AI adoption.

This podcast is commissioned by Kommunicate.