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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
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By Bo DellaMaria and Oliver SongIn 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