Episode 240 - Is Customer Service Dead? Why AI Might Be the Only Thing That Saves It

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SHIFT with Elena Agar

Elena Agaragimova

276 episodes

11 hours ago

Welcome to Shift with Elena Agar — The Career & Growth Lab I’m Elena — a talent development expert, entrepreneur, and wellness advocate. This podcast is where career strategy meets leadership, personal growth, and well-being. Each episode brings honest conversations with experts, thought leaders, and professionals across industries as we explore topics like: Each episode dives into topics like: Career development & leadership skills Workplace wellness & productivity Entrepreneurship 🎧 New episodes every week 🌐 Learn more: elenaagar.com 📩 Connect with me on LinkedIn @ElenaAgaragimova

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Self-Improvement

Education

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Episode 240 - Is Customer Service Dead? Why AI Might Be the Only Thing That Saves It

SHIFT with Elena Agar

38 minutes 32 seconds

1 month ago

Episode 240 - Is Customer Service Dead? Why AI Might Be the Only Thing That Saves It

In today’s episode, Elena sits down with Jonathan Shroyer, CEO and founder of Quimby, to explore the future of customer experience powered by AI and large language models. Jonathan shares his unique journey from growing up in rural Texas with a passion for technology, through pivotal roles at major companies like Microsoft and Postmates, to founding innovative startups focused on transforming customer service.The conversation dives into how customer expectations have shifted over the decades, why customer service often feels broken, and how smart, human-centered AI tools—like Quimby—are reshaping industries, starting with gaming. Jonathan unpacks the evolving role of LLMs, not as replacements for humans, but as powerful partners that enable customer service agents to be more productive and satisfied in their work. Plus, you’ll hear about the broader impact of AI in industries like e-commerce and hospitality, strategies for keeping customers engaged, and the challenges and opportunities of building and scaling technology-driven businesses.If you’re interested in the intersection of technology, customer experience, and business innovation, you won’t want to miss Jonathan’s insights, practical examples, and thoughtful advice for leaders, HR professionals, and builders everywhere. Stay tuned for a compelling dive into how AI is shaping the customer experience of tomorrow!Time stamps:00:00 Unique Career Journeys05:02 Customer Service Evolution: 1998-202007:04 "Customer Focus vs. Shareholder Value"13:51 "Quimby: Personalized Player Engagement"15:12 AI-Powered Gaming Personalization Tool19:30 AI-Powered Game Notification Strategy22:50 "Prioritizing Signal Over Noise"27:31 Discovering Personal Career Strengths30:18 Discovering Personal Career Motivation33:26 AI's Wild West: Promise and Caution36:48 "Quimby's Future and Accessibility"Connect with Jonathan on LinkedIn: https://www.linkedin.com/in/chiefcxofficer/Company page: https://www.linkedin.com/company/quimbi/services/Follow Elena: LinkedIn: https://www.linkedin.com/in/elenaagaragimova/Instagram: https://www.instagram.com/elenaagaragimova/Website: https://elenaagar.com/Listen on:Apple: https://podcasts.apple.com/us/podcast/shift-with-elena-agar/id1530850914Spotify: https://open.spotify.com/show/5UKh6dWcuQwJlmAOqD8wijIf you like this video, please like, subscribe, comment, and share! Your support is extremely valued! #careercoaching #careertips #careerresilience #futureofwork #careerstrategy