Amazing Business Radio

Trust, Proactivity, and AI in Customer Service 

Shep interviews John Kim, CEO of Delight.ai. He talks about moving beyond simple automation to create personalized, proactive interactions that build trust and delight customers. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How is AI transforming customer experience across different industries? 
2. What are the benefits of automating customer service processes?
3. Can AI enhance human interactions in customer support roles? 
4. What is the concept of an AI concierge in modern customer experience? 
5. How does technology help personalize customer interactions for businesses? 

Top Takeaways:   

• AI’s real value is empowering humans to be there for each other. For example, when healthcare workers spend less time completing charts and manually processing lab results, they can spend more time with their patients.  
• Automation through AI should remove repetitive, mundane tasks, freeing humans to devote more time and attention to meaningful interactions and care. 
• Some customers and employees hesitate to embrace AI, fearing that machines will do everything, leaving no room for human interaction. However, there are tasks that do not require human involvement, such as updating passwords or scheduling appointments. These tasks can be given to AI tools to free up time for tasks that require empathy and the human touch. 
• Customers don’t dislike AI. They hate having to repeat themselves, being stuck in a loop, and wasting their time. Automation should be designed to make it easier for customers to get help without jumping through hoops and to be intelligent enough to seamlessly hand over when the technology on its own cannot solve the problem. 
• People want to know that the information they get from AI is accurate, private, and secure. Even a single major mistake from an AI can quickly erode trust, so businesses need systems to ensure their AI is reliable for everyone.  
• Customers like doing business in places where “everyone knows their name.” AI can help scale this connection by helping employees remember and understand their customers as individuals. AI can augment employees’ capabilities by providing access to customer history, assisting with current transactions, and anticipating future needs.  
• AI empowers companies to move beyond a reactive approach to proactive service by anticipating customer needs and addressing issues before customers even reach out. For example, if a customer gets disconnected in the middle of a support call, AI tools can proactively send them a text message with options to seamlessly pick up where they left off.  
• Because AI can analyze large amounts of information in real time, companies can be more attentive to their customers, resolving potential issues, reminding them of relevant information, and making tailored recommendations. 
• In the past years, convenience has been enough for most customers to do business with a company. But nowadays, it is a requirement.  
• The future of AI in customer service is not just about making things faster or easier. It is about creating delightful experiences. A balance of automation, personalization, proactive service, and trust is what makes customers feel valued. 
• Plus, Shep and John share more insights on what it takes to go from customer support to concierge-level service. Tune in! 

Quote:  

“Customers don’t hate AI. They hate wasted effort.”  

About:   

John Kim is the CEO of Delight.ai, an AI concierge platform with persistent memory and omnichannel continuity. Delight.ai is backed by Sendbird and trusted by over 4,000 brands, including DoorDash and Yahoo Sports. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Where Empathy Meets Artificial Intelligence in Customer Service   

Shep interviews Jen Grant, Chief Marketing Officer at Quiq. She talks about how intentionally designed AI, combined with human empathy, can create effortless, personalized experiences at scale that customers embrace. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  

1. How can businesses prevent AI from making customer service mistakes? 
2. How can personalization through technology enhance customer loyalty? 
3. Why is an effortless customer experience crucial for building loyalty? 
4. How can technology help anticipate customer needs? 
5. How has customer willingness to interact with AI changed over time? 

Top Takeaways:   

• Artificial intelligence is a powerful tool for improving the customer and employee experience when it is designed with intention. Just as human agents need training, AI tools need enterprise controls, verification checks, and simulations to make sure they provide the right information and respond appropriately to customer needs.  
• More customers now consider interactions with AI to be part of the norm. But some are still hesitant to embrace it because of past frustrations with outdated systems, like confusing phone trees or long waits in loops they associate with all types of technology. 
• When interactions with technology, such as AI tools, create effortless experiences, customers are more willing to use them. Companies need to educate customers on how to use their technology and self-service solutions to improve their experiences.  
• Make it easy for customers to do business with you. This applies to every part of the customer’s journey, not just technology.  Customers want answers and help fast. Give it to them with as little effort as possible. 
• Human empathy remains important, especially in high-stress situations. Customers need to be comfortable with how they are being helped and supported, whether it is AI, a human agent, or both working together. In stressful situations, customers appreciate the reassurance that a human agent will be there to provide empathy and assist them when tech-powered solutions are not working. 
• Technology should not replace people. Good technology makes it easier for employees to help customers and faster for customers to get solutions. 
• Personalization and empathy can be scaled through technology. Human employees can only remember so much. Technology can help them have instant access to a customer’s data and history. When technology recognizes returning customers, anticipates their needs, and connects their history to current interactions, it replicates the feeling of being known and valued.  
• Plus, Shep and Jen talk about what could happen if companies began customer service interactions with a human for empathy, then transitioned to AI for efficiency, rather than forcing customers through automation before reaching a person. Tune in! 

Quote:  

“AI agents need clear guidance and verification checks to stop ‘hallucination.’ It is important that if AI goes off track, companies need to catch and correct it before it gets to customers.” 

About:   

Jen Grant, Chief Marketing Officer at Quiq. She has held executive leadership roles, including CEO, COO, and CMO, as well as senior marketing positions at Appify, Box, Cube, Dialpad, Elastic, Google, and Looker. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Leadership, Ownership, and Customer Trust 

Shep interviews Sam Silverstein, founder of The Accountability Institute®. He talks about building a strong, no-excuses culture that starts with leadership and impacts both internal and external customers. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. Why is ownership and accountability so critical in resolving customer complaints effectively? 
2. How can companies build a no-excuse culture in their teams? 
3. How can leaders set the standard for accountability in customer service? 
4. What’s the difference between a tactical and a relational commitment in serving customers? 
5. How does internal company culture affect the service customers receive externally? 

Top Takeaways:   

• The “No Excuses for a Day Challenge” encourages individuals, teams, and entire organizations to commit to going one full day without making any excuses. It is about creating awareness of how often we may unconsciously make excuses and shifting the focus on taking ownership and responsibility. 
• A “no excuses” culture starts at the top. Accountability is inspired. If a leader is not leading by example, it is difficult to expect it from the rest of the team.  
• Excuses like “It’s our policy” or “It’s not my department” don’t just annoy customers. They cost businesses money.  
• When something goes wrong, acknowledge it, apologize, explain what happened, take accountability, and share specifically what will be done to resolve it. These five steps help shift the focus from excuses to accountability, taking action, and rebuilding trust. 
• Building an accountability culture isn’t just for the frontline. Everyone in the organization needs to own their part in serving both internal (their team) and external customers. 
• How employees are treated within an organization is felt by customers on the outside. Employees cannot be treated poorly and then expected to deliver exceptional customer experiences. 
• Plus, Sam shares more insights from his latest book, No Excuses for a Day: The One-Day Challenge That Will Transform Your Life, Relationships, and Organizations. Tune in! 

Quote:  

“Service is an honor. Even if an issue does not belong to my department, if there is an opportunity to make something right for the customer and make them smile, it is an honor to make them happy.” 

About:   

Sam Silverstein is the founder of The Accountability Institute® and creator of the Fractional Chief Culture Officer™ program. He is the author of 15 books, including No Excuses for a Day. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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A People-First, Tech-Enhanced Approach to Customer Care 

Shep interviews Jenni Hawkins, Vice President of Customer Care for Gas South. She discusses human-led customer service, employee engagement, and community involvement to deliver exceptional customer experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can balancing technology and personal interaction improve customer loyalty? 
2. How does a strong internal culture impact the overall customer experience? 
3. Why is it important to offer customers a choice between AI tools and human interaction? 
4. How can handwritten notes or personalized follow-ups boost brand loyalty? 
5. How are emerging technologies like AI used to support, not replace, employees? 

Top Takeaways:   

• Human-led customer service creates stronger connections with customers. Even as AI and technology advance, many customers still want the option to speak to a real person, especially for sensitive or complex issues.  
• While investing in AI enhances the customer experience, providing easy access to human support helps build trust, resolve issues efficiently, and build customer loyalty. 
• While many companies are turning to AI and self-service channels to cut costs, the most effective approach is to use technology to assist, not replace, customer support teams. AI tools and chatbots can handle routine inquiries and streamline processes, allowing agents to focus on building relationships, offering empathy, and solving complex problems. 
• When it’s possible, employing customer care staff within the same communities they serve provides a significant advantage to both the company and its customers. Local teams have firsthand knowledge of regional regulations, weather patterns, and community-specific concerns. They can relate to customers on a more personal level, anticipate needs, and respond to unique local situations with empathy.  
• An organization’s internal culture directly impacts the customer experience. When companies invest in their teams, employees become more engaged and committed to the company’s mission.  
• Low employee attrition and high job satisfaction translate into more engaged agents who use their experience and empathy to better serve customers and contribute to a strong, positive brand reputation. 
• Personal touches like sending handwritten or personalized cards after customer interactions make a lasting impression. Even when automation is used to scale these efforts, cards that reference specific details from the customer’s experience strengthen the sense of genuine care and appreciation that employees and companies have for them. 
• The State of Customer Service and CX study shows that most customers prefer to use the phone to resolve issues, especially when something goes wrong. This preference cuts across generational lines and is even more needed for emotional or complicated customer concerns. Even though self-service solutions boost efficiency, providing an easy way to speak with a real person when automation is not enough prevents frustration with impersonal digital-only solutions. 
• Customers love to do business with companies that contribute to their communities and support local causes. When companies are transparent about their community engagement, whether it’s through financial contributions or volunteering, it not only makes employees proud to work there but also builds trust within the community. 
• When leaders consistently embody the business’s values and mission and actively support both customers and employees, the effects are felt throughout the organization. Employees become brand ambassadors, invested not only in day-to-day tasks but also in the company’s larger purpose. It creates a workplace where employees want to stay, and customers want to do business.
• Plus, Jenni shares how Gas South has earned thousands of outstanding 5-star Google reviews. Tune in! 

Quote:  

“Embracing technology is important, but customers should always have the choice to speak to a human when they need to.” 

About:    

Jenni Hawkins is Vice President of Customer Care at Gas South and has previously held leadership roles at Delta Air Lines, CBORD/Roper Technologies, and Delta Community Credit Union. Since 2021, Jenni Hawkins has helped Gas South achieve record customer satisfaction and thousands of 5-star Google reviews. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Creating an Environment that Employees and Customers Love 

Shep interviews Lisa Nichols, CEO and co-founder of Technology Partners and author of Something Extra. She discusses the importance of employee experience, leadership, and organizational culture in delivering exceptional customer experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is the connection between employee experience and customer experience? 
2. How does company culture impact the way customers perceive an organization? 
3. Why is employee retention important for delivering consistent customer service? 
4. Why is consistency key to building customer trust and confidence? 
5. What role does leadership play in ensuring a positive customer experience? 

Top Takeaways:   

• How employees are treated within an organization directly impacts how customers perceive and experience the company. When employees feel valued, cared for, and seen, they bring that same energy to every customer interaction. 
• Employee tenure is an indicator of a healthy workplace, where people feel fulfilled and are unlikely to leave even when opportunities elsewhere arise. 
• The goal for leaders is to provide opportunities for growth that equip employees with the skills to thrive. Then create a work environment they love and don’t want to leave.  
• Core values must be more than just words on a wall. A great work culture shows up in the hallways, meeting rooms, and customer interactions.  
• What happens inside the organization is felt by customers on the outside. The leadership, the organization’s mission statement, and the team must be aligned, because those on the front lines deliver the customer experience. 
• People want to know what to expect when they do business with you. Consistent actions and reliable results create trust, which is just as important as product quality.  
• The consistency and trust built over time make customers confident that, when mistakes occur, the company will address them openly and make things right. Customers don’t expect perfect performance, but they do expect reliability. 
• Successful leaders aren’t afraid to ask questions or adopt new ideas. Some of the best lessons come from listening to other people’s stories. Leaders who seek feedback and absorb wisdom from others consistently improve. 
• Plus, Lisa shares more insights from her book, Something Extra: Uncover Your Strengths. Unlock Your Potential. Unleash Your Impact. Tune in!  

Quote:  

“If we take care of our employees, they’re going to take care of our customers, and then our success will follow.” 

About:   

Lisa Nichols, CEO and co-founder of Technology Partners, is the author of Something Extra and a top-ranked podcast host, mentoring leaders to embrace the unique qualities that set them apart.  

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Transforming Repeat Business into True Loyalty 

Shep interviews Lisa Checchio, Chief Commercial Officer at EBG. She talks about how a hospitality mindset that is focused on making customers feel valued and appreciated, builds real loyalty in any industry. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is hospitality mentality, and how does it enhance customer experience in any industry? 
2. Are loyalty programs effective? 
3. Why is customer perception important to business success? 
4. How do word-of-mouth recommendations influence customer experience? 
5. How does company culture shape customer experience? 

Top Takeaways:   

• We can’t talk about customer experience without talking about hospitality. No matter the industry, whether B2B, B2C, or government, the “hospitality mentality” is about making every interaction welcoming and memorable. At its core, hospitality is about making people feel valued, appreciated, and at home, regardless of whether they’re a first-time visitor or a loyal customer. 
• A great customer experience comes from intentionally designing interactions that help people feel seen, heard, and comfortable. It’s no longer just about products or services. Brands need to focus on making things easy for customers and creating genuine human connections, even in digital channels, so that every touchpoint feels welcoming and personal. 
• Focus with the end in mind. What matters most is how your customers feel and what they say about your brand when they leave.  
• Most loyalty programs are discount programs. The problem is that customers become loyal to the perks rather than to the company. So when the loyalty program is changed, or another company offers a better reward, customers walk away because they do not have a relationship with the brand. 
• Loyalty programs should go beyond points or discounts. True loyalty is built on relationships and trust. Customers return when they feel an emotional connection, not just because of rewards or perks. 
• A culture of hospitality starts inside the organization. Every employee, not just those in customer-facing roles, impacts the customer experience. A strong internal culture, from the frontlines to behind the scenes, helps create a consistent, welcoming experience that reflects the company’s values. 
• Find ways to make your online or digital experiences as welcoming and personal as face-to-face interactions. Even as digital tools make things more efficient, people still crave human touch and connection.  
• Plus, Shep and Lisa discuss why word of mouth inspired by amazing experiences is the most powerful marketing a brand could have. Tune in! 

Quote:  

“Loyalty is not just a program. It’s a relationship. We can’t expect customers to be loyal simply because we ask them to. Loyalty is earned through trust. We need to give them reasons to stay and reward them for being ambassadors who share our brand with others.” 

About:   

Lisa Checchio is the Chief Commercial Officer at EBG. She oversees entertainment, travel, and shopping platforms that create valuable experiences and savings for employees and members. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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How Intentional Leadership Creates Customer Experience Alignment 

Shep interviews Jeannie Walters, Founder of Experience Investigators. She talks about why intentional leadership and a clear customer experience mission are essential for building proactive customer experiences in today’s AI-driven world. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. Why is it essential for companies to define their customer experience mission statement? 
2. How can organizations align their mindset and strategies to improve the customer journey? 
3. How can artificial intelligence amplify both positive and negative customer experiences? 
4. Why is every customer complaint considered a cost center for businesses? 
5. How does proactive customer experience lead to profitability? 

Top Takeaways:   

• Experience is everything in today’s competitive environment. By defining a clear customer experience mission, leading with intention, using proactive strategies, and thoughtfully utilizing technology, organizations can create memorable experiences that keep customers coming back. 

• Organizations often have good intentions around customer experience, but real results come from intentional leadership. It’s not enough to simply want to serve customers well. The mindset, strategy, and discipline of leadership must be aligned to drive consistent outcomes. 

• You can’t deliver what you don’t define. Every organization needs a customer experience mission statement. Because if we are not aligned, we will rely on judgment calls based on individual values and backgrounds, leading to inconsistent customer experiences. 

• The customer experience mission statement is all about the heart of the organization. It is not about the products, but about what we are doing with them to improve our customers’ lives and businesses. It should answer two questions: Who are we to our customers, and how do we show up for them, no matter what? 

• Many companies operate in a reactive mode, resolving issues only when customers complain or ask for help. This is costly and inefficient. Proactive customer experience is intentional and designed to help prevent problems before they happen, turning customer experience into a growth driver rather than just a cost center. 

• Failing to address recurring customer complaints costs organizations time and money. Customer support teams should use complaints as signals on what elements of the customer’s journey need improvement. 

• Artificial intelligence is a powerful tool, but it’s not a strategy in itself. It amplifies whatever processes and experiences are already in place. If organizations automate bad processes, they simply amplify customer frustration. AI should be thoughtfully integrated to enhance the customer journey, not just to reduce costs. 

• Jeannie offers early buyers an exclusive invitation to her book club, a companion booklet, and advance access to chapters of Experience is Everything. Check it out at experienceiseverythingbook.com. 

• Plus, Jeannie and Shep treat listeners to more insights from Experience Is Everything. Tune in! 

Quote:  

“Every complaint is a cost center because it could mean extra resources are spent on problem-solving instead of growth.” 

About:   

Jeannie Walters, CCXP, CSP, is the Founder of Experience Investigators, an award-winning customer experience expert, author, and keynote speaker. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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The Impact of AI Voice Technology on Customer Engagement 

Shep interviews Alex Levin, CEO and co-founder of Regal. He talks about how AI-driven voice technology is transforming customer experience by making brand interactions more personal, efficient, and human-like. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How is AI revolutionizing voice-based customer interactions in modern contact centers? 
2. What are the advantages of using voice over text for customer engagement? 
3. How can AI-powered agents improve customer satisfaction and retention rates? 
4. What role does personalization play in building a strong customer experience? 
5. How are businesses leveraging new technology to proactively reach out to customers? 

Top Takeaways:   

• AI-powered voice technology is creating customer experiences so lifelike that they’re almost indistinguishable from human agents. This is not created to deceive customers but to provide great experiences, and with the transparency that should come with interacting with AI. 
• Despite all the advancements in texting, chatbots, and automation, the majority of customers still prefer to interact by voice, especially when they have complex or urgent issues. Since humans often think and speak faster than they type, voice interactions allow customers to have richer, more nuanced interactions with the brands they do business with. 
• AI-powered agents can remember every detail of a customer’s history and use that to solve real-time problems. They can predict needs and personalize conversations at scale. This level of personalization is reminiscent of the “good old days” when support and sales agents knew their customers personally, but at a scale that wasn’t possible before. 
• Building trust with AI often happens within the first ten seconds. Transparency about when customers are interacting with AI is important. The most successful AI experiences are those that match or exceed human-level service, especially in building trust and rapport. 
• The cost for businesses using AI for customer support has drastically decreased. This opens new opportunities for businesses to reach customers they were unable to serve before. More than just a cost-cutting tool, AI is a tool for growth. 
• Current AI agents can independently handle about 97% of customer interactions across complex industries such as banking, insurance, and healthcare. Customers are already responding to positive AI experiences by becoming more loyal and trusting of those brands.  
• Plus, Shep and Alex discuss how brands that are early adopters of advanced AI voice agents will set a new benchmark for customer expectations. Tune in! 

Quote:  

“The easiest way to engage with a brand when you’re in the moment of need is voice. You talk faster than you type. When you have an issue, like your credit card being used incorrectly or a missed delivery, you want to talk on the phone, not type it out.” 

About:   

Alex Levin is the CEO and co-founder of Regal, a company that helps enterprise brands reconnect with customers through AI-driven voice and text experiences. His approach centers on building trust and improving outreach, enabling brands to drive revenue through more timely, personal engagement. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Elevating Customer Support Teams with Smart AI Integration 

Shep interviews Sam Wilson, Chief Executive Officer of 8×8. He talks about the evolving role of AI in business communications and why customer experience professionals should be recognized as revenue generators rather than cost centers.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What impact does self-service technology have on customer satisfaction? 
2. How can AI self-service and human support work together effectively?  
3. What drives customers to switch companies due to poor self-service? 
4. What makes customers more forgiving of mistakes by human agents than AI systems? 
5. Why should businesses view customer service as a revenue center rather than a cost center? 

Top Takeaways:   

• Relying exclusively on self-service or automation is not enough. Customers should always have a way to speak to a real person when technology can’t meet their needs. AI-powered solutions work well for routine requests, but there must be a seamless failover to a human agent when things get complicated or the customer is dissatisfied. 
• California has enacted a law requiring companies to offer a quick, clear option for customers to connect with a human representative if their self-service solutions, often powered by AI, don’t deliver satisfactory results. 
• AI and automation in customer service are growing, reducing the volume of easy, repetitive cases handled by humans. More complex and sensitive issues are go to human agents and as a result, today’s customer support agents are required to handle more complex issues and provide a higher level of expertise and empathy, making them specialists rather than agents. 
• The customer support department is a revenue center. Delivering consistently excellent experiences leads to higher retention rates, repeat business, and positive reviews.  
• Customers of different ages have distinct preferences for how they interact with support. Older customers lean towards phone support, while younger generations prefer chat or digital channels. But both demographics still want the assurance of being able to call a support agent if their problem isn’t resolved online. 
• Leading companies like Amazon have set the standard for customer support by combining AI for routine tasks with proactive escalation to human agents when needed. They have created a seamless customer experience by enabling quick, easy connection with knowledgeable support agents and avoiding the need to repeat themselves to get their issue resolved.  
• Regular customers sustain and grow a company. Regular customers drive steady revenue and are typically the brand’s biggest advocates. 
• The future of customer service lies in integrating effective technology with empowered employees. Companies that invest in effective digital solutions and well-trained customer specialists are best positioned to create positive experiences, adapt to customer preferences, and succeed in a competitive marketplace. 
• Effective customer support isn’t rocket science. The technology exists today to empower both businesses and consumers with choice and flexibility, and it is more affordable than it was five or ten years ago. The real differentiator is the willingness to implement these solutions and put the customer’s needs first.  

Quote:  

“One of the great mistakes tech companies make is we talk too much about features and don’t talk enough about our customers.”  

About:   

Sam Wilson is the Chief Executive Officer of 8×8, with over 25 years of experience in finance, investment, and sales. He has held several key leadership roles at 8×8, including Chief Financial Officer and Chief Customer Officer. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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How the Customer Journey Evolves with AI Integration 

Shep interviews Megan Glasow, Vice President of Salesforce at Perficient. She talks about how companies can use AI to enhance the customer experience by blending technology with human touch, updating outdated processes, and measuring value. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What role does AI play in transforming modern customer service processes? 
2. How can companies effectively balance automation and human interaction? 
3. What are the risks of automating outdated or inefficient business processes? 
4. Why is a proactive approach important in delivering excellent customer experiences? 
5. How can organizations measure the value of new customer experience technologies? 

Top Takeaways:   

• Don’t automate what Glasow calls “crap processes.” Before layering in AI and other digital tools, organizations must simplify and improve their existing processes. If a workflow is confusing or inefficient to handle manually, automating it will only spread the frustration to employees and customers more quickly. 
• Transformation is not just about buying new technology. It means sitting down with your customers to understand where they are and where they want to be. It is partnering with your customers to create the vision, the process, and the outcomes together. 
• Frontline employees are frequently blamed for poor service. But the real issue is often the outdated infrastructure and processes behind them. 
• In adopting an AI-first strategy, look across the organization and identify where intelligence, automation, and augmentation can improve efficiency, and customer interactions. Successful companies are not replacing people with AI. They are combining smart, AI-powered systems with capable, empathetic employees.  
• Customers will choose the simplest path every time, whether that’s self-service or talking with a real person. If you make it easy for your customers, they will keep coming back. 
• Use AI as a tool to become more proactive, not just more efficient. Use it to anticipate what customers might need next, so you’re ready with solutions before they even ask. This allows human agents to focus on moments that require empathy, creativity, and understanding.  
• Align your team, from the leadership to the frontlines, around a clear vision for the customer experience you want to deliver. Decide on the experiences you want to create, then mobilize your people and AI to make that a reality. 
• Plus, Shep and Megan discuss why organizations need to be “customer zero” for new platforms they want to implement for their customers. Tune in! 

Quotes:  

“When designing your customer journey, consider what should be handled by AI, what should be handled by humans, and how they should work together to enable your employees to provide a more empathetic customer experience.”  

About:   

Megan Glasow is the Vice President of Salesforce at Perficient. With deep experience in the Salesforce ecosystem, she helps organizations drive AI-first transformation initiatives. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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