Human Signals

Human Signals

By Bo DellaMaria and Oliver SongTechnology
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Human Signals episodes

  • Pearson's Human-Centered Approach to AI in Learning

    This episode of Human Signals goes inside Pearson to explore how a global learning company is leveraging AI to personalize education and improve the customer experience. Clinical Customer Experience Manager Terrence Clark shares his insights on finding the right tools, adapting to changing needs, and keeping humans at the center of the AI equation.

    Timestamps:

    0:00 Introduction, role at Pearson, experience with AI in customer service.

    1:13 AI-powered personalized learning, the role of data.

    4:04 Adapting AI to post-pandemic learning needs, shifting trends.

    7:10 Choosing and implementing AI solutions, customer feedback, continuous improvement.

    12:15 AI as augmentation, not replacement. The need for human interaction, finding vendors with diverse offerings.

    17:43 Challenges of global AI implementation: language, time zones, regulations.

    22:20 Pearson's approach to AI: testing, quality assurance, human-centered design.

    27:55 The future of AI: data-driven decisions, human adaptation.

    32:15 Personal advice on using AI effectively.

    33 min
  • Is CX Possible Without Humans? Shep Hyken: CX Guru of 40+ Years

    In this episode, we sit down with Shep Hyken, a leading authority on customer service and experience, to cut through the AI hype and get to the heart of what's really happening in the world of contact centers.

    Shep, a New York Times best-selling author and Hall of Fame speaker, shares his decades of experience working with companies of all sizes, from Disney to FedEx, to help them build a customer-centric culture.

    We dive into the critical questions surrounding AI's impact on customer service, including:

  • The real-world challenges of AI implementation: Shep reveals why inconsistency in AI solutions is a major hurdle for companies, and how the industry can overcome this obstacle to create truly amazing customer experiences.

  • AI and the human touch: Shep explains the delicate balance of empowering customers with self-service tools while ensuring they have access to human support when needed.

  • The future of contact centers and the impact on jobs: Shep debunks the fear that AI will replace all human workers. He provides a nuanced perspective on how AI is transforming roles within the industry and the importance of adapting to new opportunities.

  • The crucial need for ethical frameworks and legal guidelines: Shep tackles the ethical implications of AI, emphasizing the need for regulations to ensure responsible use and prevent unintended consequences.


    • Join us for an insightful conversation with Shep Hyken, a true expert on all things customer experience, as he sheds light on the exciting possibilities and critical questions surrounding the future of AI in business.


    Timestamps:

    1:25: Shep's Journey in Customer Service

    2:57: The Rise of AI in Customer Service

    4:03: Avoiding the Pitfalls of AI

    7:52: Customer Education & Achieving Consistency

    9:58: AI Adoption and its Impact on Jobs

    12:58: Customer Preferences and AI's Role

    15:54: Building a Better Future with AI

    17:30: Balancing Cost and Customer Satisfaction

    18:57: Customer-Centric AI Implementation

    21:52: The Importance of AI Oversight

    24:50: AI is Here to Stay, but It Needs Human Guidance

    27:57: The Humor of AI's Growing Pains

    30 min
  • AI in Public Health: Navigating Hype vs. Reality with Southern Nevada's CIO

    Jason Frame, Chief Information Officer of the Southern Nevada Health District, joins Human Signals to discuss his unique perspective on AI in the public sector. He shares his experience navigating the tech landscape during the COVID-19 pandemic, the importance of aligning AI solutions with real-world pain points, and his vision for a future where technology enhances both customer and employee experiences.

    Episode timestamps:

    • (0:00) Introduction & The COVID-19 Rollercoaster: Jason describes the Southern Nevada Health District's role and the challenges they faced during the pandemic, from contact tracing to testing and vaccine distribution.

    • (2:00) The AI Hype Cycle & Public Sector Realities: He delves into the gap between the excitement around AI and its practical implementation, highlighting the need for regulation, addressing fear-mongering, and prioritizing customer and employee experiences.

    • (6:00) Finding the Right Use Cases & ROI: Jason shares real-world examples of AI automation in his organization, including lab testing data entry and outbreak call center optimization. He emphasizes the need for tangible ROI to justify AI adoption.

    • (10:00) Addressing the Digital Divide & Serving Marginalized Communities: He discusses the ethical considerations of AI, particularly in the context of public health, and the need to address the digital divide to ensure equitable access to technology and services.

    • (15:00) AI for the Back Office & Employee Experience: Jason explores the potential of AI to improve internal processes, such as billing and policy management, and enhance employee experience through streamlined workflows and automated support systems.

    • (20:00) A Call for Collaboration & Focusing on Experience: He calls for greater collaboration between the tech sector and end users, urging a shift from talking tech to prioritizing the customer and employee experience. Jason concludes with a memorable anecdote about the rapid evolution of AI and the need for careful implementation.

      • Tune in to gain valuable insights from a seasoned IT leader who's bridging the gap between AI hype and reality in public health.

      24 min
    • AI in a Regulated Market: Global Insights from Philip Morris' Josue Berlanga

      In this episode, we chat with Josue Berlanga, Head of Remote Care and Sales at Philip Morris International, about their innovative use of AI in a highly regulated industry. Josue shares his fascinating journey of implementing cutting-edge technologies like speech analytics and Salesforce Einstein to enhance customer service and drive sales.


      We dive deep into the practical challenges and ethical considerations of AI, exploring topics like:


      • Navigating the complexities of using AI in a restricted market.

      • Building a global, omnichannel customer experience powered by AI.

      • Robustly integrating AI with back-end systems.

      • The evolving role of contact centers and the potential impact of AI on jobs.

      • The crucial need for ethical frameworks and legal guidelines as AI technology advances.

        • Join us for a compelling conversation that sheds light on the exciting possibilities and critical questions surrounding the future of AI in business.


        Timestamps:

        0:53 - Introduction & Josue's role at Philip Morris

        2:24 - Launching a new product and shifting customer service strategies

        2:24 - AI in action: speech and text analytics for customer service, Einstein for sales forecasting

        3:45 - The benefits of outsourcing operations while controlling AI technology

        5:53 - Navigating the challenges of AI integration with existing systems

        8:44 - Exploring the ethical implications of AI

        11:58 - Comparing AI adoption and implementation in Mexico vs. the US

        13:51 - Data security and the need for seamless AI integration with existing databases

        15:41 - AI's impact on jobs and the need to embrace change

        20:20 - Lack of understanding about AI's inner workings and the need for ethical regulations

        22:58 - Josue's advice for the next generation: embrace the potential of AI

        25 min
      • Alvin Rose on How to Avoid AI Disasters in CX

        Join Oliver and Bo live from Customer Contact Week 2024 in Las Vegas as they sit down with Alvin Rose, VP of Client Solutions at SEBPO. Alvin brings over 30 years of experience leading BPO and customer experience

        organizations, and shares his insights on how AI is changing the industry and the pitfalls of deploying it before you're ready.

        Together, they discuss:

        • The Dangers of Garbage In, Garbage Out: Alvin emphasizes the critical importance of data hygiene and standardization before implementing AI. Without a solid foundation, AI can perpetuate biases and create harmful outcomes.
          • AI's Echo Chamber Effect: AI models can reflect and amplify the biases and trends already present in the data they're trained on, potentially creating echo chambers and exacerbating societal problems.
            • The BPO's Shift: From Labor Arbitrage to Value-Added Solutions: Alvin explains how the BPO industry is evolving from a cost-driven model to one that focuses on providing meaningful solutions and
              • strategic consulting, especially in the back office.
              • Navigating AI Hype and Vendor Overload: How to differentiate between genuine AI advancements and overblown promises, and the importance of focusing on your own data and goals before jumping in.
                • The Ethical Implications of AI: Alvin explores the complex ethical dimensions of AI deployment,
                  • particularly in the context of employment and the need to ensure ethical AI outcomes for society.

                  Also, be sure to check out Alvin's insightful piece on The Human Equation: https://www.linkedin.com/feed/update/urn:li:activity:7204520192205283328/

                  Tune in for a real-world perspective on how AI is transforming customer support, contact centers, and the future of agent roles!


                  Episode timestamps:

                  0:00 - Introduction

                  1:10 - Meet Alvin Rose, VP of Client Solutions at SEBPO

                  1:51 - Unpacking the Hype vs. Reality of AI in Customer Support

                  3:45 - The Importance of Data Standards and KPIs

                  5:53 - Overcoming Bottlenecks in AI Implementation

                  6:59 - Navigating Misleading AI Information

                  7:36 - Common-Sense Approach to AI Implementation

                  8:20 - The Potential for System Integrators

                  9:44 - Advice for Forward-Thinking BPOs

                  11:11 - Advice for AI Vendors

                  12:53 - Defining Success in AI Data Cleansing

                  14:39 - Trust and Verify: How to Avoid AI Disasters

                  15:45 - CX Evolution: From Cost Center to Value Add

                  16:07 - Ethical Considerations of AI Deployment

                  18:11 - The Long-Term Outlook for the Contact Center Industry

                  19:41 - The Super BPO: A Monopoly Scenario?

                  21:43 - The Human Equation in AI

                  23:25 - Outro


                  Keywords: Customer Experience, Customer Support, CX, AI

                  25 min
                • Colin Crowley on The Hidden Costs of AI in Customer Support

                  Join Bo and Oliver live from Customer Contact Week 2024 in Las Vegas as they sit down with Colin Crowley, VP of Customer Support at Maven Clinic. Colin brings over 15 years of experience leading global customer experience organizations and driving digital transformation.

                  Together, they dive into the exciting potential and the stark reality of AI in customer support. Colin shares his insights on:

                  • The Hype vs. Reality of AI: Unmasking the set-it-and-forget-it myth and the crucial role of ongoing maintenance.
                  • Democratization of AI: How newer technologies are making AI accessible and changing the vendor landscape.
                  • AI's Impact on Healthcare: Unique barriers, opportunities, and the promise of AI-powered quality measurement.
                  • Choosing the Right Vendor: Key questions to ask beyond the sales pitch and focusing on long-term vision.
                  • RPA vs. AI: Understanding the nuances, differences, and how to leverage each effectively.

                    • Tune in for a real-world perspective on how AI is transforming customer support, contact centers, and the very future of agent roles!


                    Episode timestamps:

                    0:00 - Introduction

                    1:12 - Meet Colin Crowley, VP of Customer Support at Maven Clinic

                    2:54 - Unpacking the Hype vs. Reality of AI in Customer Support

                    4:32 - Democratization of AI Access and Its Implications

                    7:09 - Choosing the Right AI Vendor: Key Considerations

                    10:07 - Can AI Fully Replace Agents? A Realistic Look

                    11:39 - AI in Healthcare: Barriers and Opportunities

                    14:30 - AI-Powered Quality Measurement in Healthcare

                    15:21 - Implementing AI in a Regulated Environment: Entry Points and Strategies

                    18:05 - RPA vs. AI: Ease of Maintenance and Costs

                    21:01 - The Importance of "Agency" in AI and RPA

                    25:14 - Customer Support at Maven Clinic: A Human-Centric Approach

                    27:24 - The Future of AI in Customer Support: Exciting Predictions

                    29:56 - Anecdotes and Lessons Learned Implementing AI

                    31:26 - Connect with Colin Crowley

                    31:50 - Outro

                    33 min

                  About Human Signals

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                  Explore the real-world applications and implications of AI with Human Signals, a podcast that bridges the gap between AI hype and reality. Join tech veterans Bo and Oliver as they engage with industry…