Balancing AI and Humanity in CX with Frederic Durand, CEO of Diabolocom

In today's episode, we're thrilled to welcome Frederic Durand, Founder and CEO of Diabolocom, a global leader in customer experience solutions powered by proprietary AI. With over two decades of experience transforming customer service for brands like Mitsubishi Electric, Nikon, and Brinks, Frederic brings a practical, global perspective to the evolving world of CX.

What we cover in this episode:

• Why great customer experiences are effortless by design

• How AI can automate repetitive tasks, freeing your team for high-value conversations

• The critical need to balance AI automation with authentic human connection

• Why AI integration leads to more WOW moments and stronger customer loyalty

• How Ignoring AI today is like ignoring computers in the 1980s

• How AI enables 24/7 service without burnout

• Why solving problems quickly and easily is the foundation of trust and advocacy

Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations.

Links & Resources:

📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/

📌 Book hospitality training for your team today: https://www.igniteyourservice.com/summits

📌 Learn more about Diabolocom: https://www.diabolocom.com/

Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

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