Ep 175: Rick DeLisi on AI and Customer Service

Send us Fan MailWith so much talk around it, it was about time we dedicated a whole episode to AI – and boy, have we got a power-packed one for you! Meet Rick DeLisi who is leading AI adoption in an industry that almost everyone one of us has had a direct experience with – customer service. Rick is Lead Research Analyst at Glia, co-author of the bestselling business book The Effortless Experience and a multi-time contributor to the Harvard Business Review with more than 20 years of experience in the customer experience industry. This conversation underscores Rick’s data-backed approach to understanding the gap between what leaders expect from AI and what actually happens in customer experience. Many organizations are wrestling with how to make AI a genuine advantage without falling into costly traps, and Rick’s grounded research has spurred meaningful conversations at several leading companies. Hit play to get the lowdown! [4:29s] Evolution of customer service [10:13s] Growth of automation in customer service[19:02s] AI in customer service[28:27s] Organizations who are doing it well: ‘AI for all’[39:24s] Future drivers for AI adoption the ‘right way’ [47:14s] Future of the customer service industry [51:06s] RWL: Read Rick’s book ‘The Effortless Experience’  Visit Glia at https://www.glia.com/ for more resources to help you elevate your customer service with the right adoption of AI.Connect with Rick on LinkedInConnect with Vinay on X and LinkedIn What did you think about this episode? What would you like to hear more about? Or simply, write in and say hello! [email protected] to us on your favorite platforms – Google Podcasts, Apple Podcasts, Spotify, Overcast, Tune In Alexa, Amazon Music, Pandora, TuneIn + Alexa, Stitcher, Jio Saavn and more.  This podcast is sponsored by C2C-OD, your Organizational Development consulting partner ‘Bringing People and Strategy Together’. Follow @c2cod on Twitter, LinkedIn, Instagram, Facebook