Automate problems, not just symptoms - Interview with Nick Clark of BCG

Today’s episode of the Punk CX podcast is with Nick Clark, a Partner & Director in the Service & Support Operations practice at Boston Consulting Group (BCG), as well as the author of the Service Matters! newsletter, which is a weekly newsletter about customer service, that he writes in a personal capacity. Nick joins me today to talk about why success with AI in customer service is much less about technical capability and much more about strategy, that brands need to go beyond the obvious with AI, whether (or not) we are in the midst of an AI bubble and, given that he is deeply immersed in this space, what sort of trends/things he is expecting to see/emerge in the coming 12 months. We finish off with Nick’s best advice, his Punk CX brand and his very own good news story. This interview follows on from my recent interview – Describing yourself as ‘AI-first’ is a mistake – Interview with Chris Morrissey of Zoom – and is number 569 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.