How AI Is Transforming Communication & Customer Service

by | Jul 23, 2023 | DoingCXRight®‬ Podcast | 0 comments

Doing CX Right podcast show on Spotify with host Stacy Sherman
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Have you heard of Copilot artificial intel? It’s the innovative new AI assistant from Microsoft that’s changing the way we work and communicate. It’s freeing up time for people to do more critical tasks, including building customer relationships and removing friction.

Wondering what I mean? How is CoPilot different or similar to Chat GPT? What AI use cases would you want to know about and plan for to gain a competitive advantage? 

Well, you’re going to hear answers to these questions and the exciting new AI developments from featured guest Frank X Shaw, who is the Chief Communication Officer at Microsoft,

Frank shares stories about how Co-Pilot’s name was derived with clear intentionality, how to get people to adopt AI technology as a means to enhance customer experiences, the art of change management, and leveraging AI’s full power vs. FEAR change that is happening and continuing at a rapid pace.   


Additional Show AI Topics About Transforming Communication & Customer Service

  • The meaning of customer experience and doing it right.
  • The impacts of communication (or lack of) on customer and employee satisfaction. Plus, what Microsoft is doing to advance communications.
  • Deep dive about Bloomberg article: Microsoft AI assistant that helps Marketers and many other job functions. 
  • How contact centers leverage AI to improve customer service agent interactions and deliver better customer experiences.
  • How to measure the success of a communication strategy. 
  • Key trends leaders need to be aware of and plan for.
  • Best leadership advice  
  • Recommendation to younger 20-year-old self that Gen Z can learn from.

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About Frank X Shaw:  

Chief Communications Officer, Microsoft Corporation (MSFT).
In this role, Shaw is responsible for defining and managing Microsoft’s communications strategies worldwide, company-wide storytelling, product PR, consumer marketing, media and analyst relations, executive communications, employee communications, global agency management, and military affairs.

Frank is an avid technologist and digital conversationalist with a Twitter following of more than 32K <@fxshaw>. In 2016 he was recognized by Business Insider as #1 on a listing of the 50 best PR people in Tech, and was awarded a SABRE Award for Outstanding Individual Achievement in 2016.

With more than 20 years of experience in communications, Frank has led diverse teams representing government, entertainment, food, and retail. Prior to joining Microsoft in 2009, he was president of the Microsoft account worldwide at Waggener Edstrom Worldwide where he held key responsibilities for all global PR, communications, and influence efforts.

Frank proudly served in the US Marine Corps and is a graduate of the Department of Defense Information School. He holds a Bachelor of Science degree in Journalism from the University of Oregon and is a current board member of the Seattle YMCA and The LAGRANT Foundation.

Learn more: LinkedIn

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy abut DOING CX RIGHT, not just TALKING about it. Continue reading bio >here.

Keyword themes: #ai #co-pilots, #communication, #storytelling, #customerservice, #customerexperience, #employeeexperience, #friction, #Microsoft #Bing, #usability, #chatgpt, #organization, #productivity, #contactcenter #customercare, #employeeengagement #doingcxright #podcastbusiness #podcastinterviews #podcastshow #podcaster #businesstips #leadership #emergingtech #emergingtechnologies

Master Your Customer Experience and Service Skills with Stacy Sherman

*All views expressed are Stacys and do not reflect the opinions of or imply the endorsement of employers or other organizations.


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