Amazing Business Radio

The Power of Human-Applied AI Featuring Verizon CXO Brian Higgins


Listen Later

Transforming Customer Experiences One Interaction at a Time

Shep Hyken interviews Brian Higgins, Chief Customer Experience Officer of Verizon Consumer Group. He talks about how every interaction can shape brand perception and how to use AI to enhance customer and employee experience. 

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

  1. Will AI replace human employees? 
  2. How can AI and human employees work together to enhance customer service? 
  3. Why should companies prioritize customer experience? 
  4. What is the role of AI in improving the interaction between employees and customers? 
  5. In what ways can AI personalization impact customer loyalty and retention? 

    Top Takeaways:   

    • The customer experience is essential for any business. It plays a role in attracting and keeping customers. It affects how customers perceive the brand, its products, and pricing. An exceptional experience keeps customers coming back and builds brand love.  

     

    • Technology is transforming customer experience. Companies use AI to provide employees with real-time information, helping them better assist customers and enhance the overall experience. 

     

    • Instead of replacing jobs, AI empowers employees by working alongside them. This allows them to focus on interpreting and sharing information with the customer in a way that best suits their needs, whether empathetic, energetic, enthusiastic, detailed, or simplified.  

     

    • Digital interactions are crucial for enhancing the customer experience, but they must be organic. Brands need to ensure that their customers want to interact with them digitally, and when they do, it needs to be seamless.  

     

    • The employee experience is closely linked to the customer experience. If the employees are unhappy and don't feel they have the right policies and tools, your customers will not have a good experience. 

     

    • AI can simplify complex business interactions and lead to a more customer-centric experience. By using predictive and generative AI, businesses can anticipate what customers need, offer relevant deals, and make complex information easier for employees to understand and relay to customers. 

     

    • Brands must prioritize creating a positive impact in every interaction, keeping in mind that it may be the customer's only interaction with you in a long time. The role of every employee is to prioritize each interaction as a key moment, recognizing that it can significantly impact the brand and Net Promoter Score. By focusing on delivering amazing experiences every time, employees can play an essential role in building brand love and long-term customer relationships. 

     

    • Plus, Shep and Brian discuss how Verizon continuously monitors and mitigates pain points at every stage of the customer journey. Tune in! 

    Quote:  

    "Empowering your employees to quickly and correctly address any breakdown in the customer experience is crucial. Ensure you provide them with the tools to engage with customers effectively." 



    About:   

    Brian Higgins is Verizon Consumer Group's Chief Customer Experience Officer. He ensures that Verizon employees have the right tools, capabilities, and resources to excel at delivering amazing customer experiences.  


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

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    ...more
    View all episodesView all episodes
    Download on the App Store

    Amazing Business RadioBy Shep Hyken & C-Suite Radio

    • 5
    • 5
    • 5
    • 5
    • 5

    5

    80 ratings


    More shows like Amazing Business Radio

    View all
    Freakonomics Radio by Freakonomics Radio + Stitcher

    Freakonomics Radio

    32,056 Listeners

    The GaryVee Audio Experience by Gary Vaynerchuk

    The GaryVee Audio Experience

    16,741 Listeners

    Crack the Customer Code by Adam and Jeannie

    Crack the Customer Code

    38 Listeners

    All Business with Jeffrey Hayzlett by Jeffrey Hayzlett & C-Suite Radio

    All Business with Jeffrey Hayzlett

    127 Listeners

    Mind Your Business With Yitzchok Saftlas by 710 WOR Mind Your Business

    Mind Your Business With Yitzchok Saftlas

    9 Listeners

    The Female Insight Zone by The Female Insight Zone & C-Suite Radio

    The Female Insight Zone

    3 Listeners

    Book Marketing Mentors by Susan Friedmann

    Book Marketing Mentors

    73 Listeners

    Pivot by New York Magazine

    Pivot

    8,326 Listeners

    Businesses that Care Podcast (formerly Mere Mortals Unite) by Julie Ann Sullivan

    Businesses that Care Podcast (formerly Mere Mortals Unite)

    45 Listeners

    Founders by David Senra

    Founders

    1,726 Listeners

    Peernovation with Leo Bottary & Randy Cantrell by Leo Bottary & Randy Cantrell

    Peernovation with Leo Bottary & Randy Cantrell

    15 Listeners

    The Game with Alex Hormozi by Alex Hormozi

    The Game with Alex Hormozi

    4,221 Listeners

    Maxwell Leadership Podcast by John Maxwell

    Maxwell Leadership Podcast

    2,439 Listeners

    The Prof G Pod with Scott Galloway by Vox Media Podcast Network

    The Prof G Pod with Scott Galloway

    4,701 Listeners

    Customer Service Revolution by John Dijulius

    Customer Service Revolution

    19 Listeners

    Prof G Markets by Vox Media Podcast Network

    Prof G Markets

    728 Listeners