In this insightful episode of "Dialed In," host Gadi Shamia welcomes Shep Hyken, a renowned customer service expert, to discuss the transformative role of generative AI in multi-channel customer experience (CX) strategies. Together, they explore how AI is reshaping customer service, enhancing efficiency, and driving better outcomes for both customers and businesses.

Shep shares his journey from a young magician to a leading voice in customer service, highlighting the timeless principles of customer experience that still apply today. The conversation delves into the persistence of phone communication as a preferred channel, the evolving expectations of customers, and the pivotal role AI plays in meeting these demands.