"When AI is applied correctly, it allows your human beings, your frontline people, arguably the most important people in your company because they're the ones who are dealing directly with customers, to be more human."

Join host Karl Pontau for an insightful conversation with Rick DeLisi, co-author of Digital Customer Service and The Effortless Experience, and creator of the Customer Effort Score metric. Rick shares how AI is revolutionizing contact centers—not by replacing humans, but by making them better at what they do best: connecting with customers.

Discover how virtual assistants can handle routine tasks while freeing frontline agents to focus on complex, meaningful interactions. Rick breaks down the balance between efficiency and experience, explaining why the old trade-off between cutting costs and building loyalty no longer exists. Plus, learn the change management secrets that help teams embrace AI with excitement rather than fear.

If you're curious about how technology can enhance human connection (not replace it), this episode is for you!

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You can connect with Rick DeLisi here:

www.glia.com

You can connect with Karl Pontau here:

www.thehumanconnectionpodcast.com

https://www.linkedin.com/in/kpontau

https://www.youtube.com/channel/UCUbf_bDWwB9KVrFn5Sj3u2w?sub_confirmation=1

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