In this episode, host Manab Boruah engages in a deep conversation with Ian Golding, a certified customer experience professional with over three decades of experience. Ian shares insights on how AI is transforming customer service and support, discussing real-world use cases and the importance of balancing automation with human empathy. They explore the strategic implementation of AI, its potential to enhance efficiency, and the critical role of understanding customer journeys.

Ian also highlights examples from global brands and industries, emphasizing that success with AI depends on mindset, not just technology. Whether you're looking to optimize your customer experience or curious about AI’s role in the future of service, this episode offers valuable takeaways.

Tune in to learn how businesses can harness AI without losing the human touch!

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(00:00 - 00:47) Introduction to Ian Golding

(00:48 - 01:35) Operationalizing Customer Experience

(01:53 - 05:34) AI in Customer Experience: Trends and Tips

(05:35 - 07:38) Balancing AI and Human Empathy

(07:39 - 09:19) Examples of AI Missteps

(09:20 - 12:52) Hospitality and AI Automation

(12:53 - 14:29) AI's Role in Customer Journey Mapping

(14:30 - 17:40) Barriers to Effective AI Adoption

(17:41 - 20:54) Case Studies: Successful and Unsuccessful AI Use

(20:55 - 22:45) AI as a Process Enabler

(22:46 - 34:42) AI in Various Business Functions

(34:43 - 40:26) Change Management and AI Integration

(40:27 - 44:40) CX Examples Across Industries

(44:41 - 47:08) Closing Thoughts: Global CX Inspiration

#AICustomerService #CustomerExperience #CX #CustomerSupport