Struggling to Leverage AI in Customer Service Without Losing the Human Touch?
Feeling overwhelmed by the rapid advancement of AI in customer service and rising costs of everything in your business? You’re not alone. This episode is packed with actionable tactics to help you not just think, but DO CX Right! Learn how to seamlessly integrate AI without sacrificing the human element that makes customer interactions meaningful and profitable.
Host Stacy Sherman teams up with Eric Skeens, CEO and co-founder of Three Tree Tech, to explore the transformative power of AI in customer service. They reveal practical solutions and insights to help you navigate this complex terrain and enhance your customer experience strategy while reducing costs.
Key Questions Explored:
- How can AI in customer service empower leaders and improve customer experience?
- What’s the right balance between AI and human interaction in customer service?
- How can companies implement journey management effectively with AI?
- What are the key considerations for data security in AI-driven CX initiatives?
- How can organizations break down silos between IT and CX teams to optimize AI use?
Critical Insights Shared
- Doing CX Right means empowering others and being human in all interactions, even with AI in customer service.
- AI must be viewed as a tool to enhance relationships, not as the focus itself.
- AI can augment human capabilities, allowing for more meaningful engagements in customer service.
- Journey management is crucial for ensuring AI solutions solve real problems.
- Creating memorable moments is more important than striving for perfection in every interaction.
Key Topics Discussed
- The role of AI in customer service and its impact on customer experience
- Journey management and its importance in AI-driven CX
- Data security and its impact on customer trust in AI applications
- Breaking down silos between IT and CX teams to leverage AI effectively
- Leadership qualities for success in the AI-driven CX landscape
Practical Takeaways
- Implement conversational AI to handle routine inquiries and free up human agents for complex tasks
- Map out your customer journey and identify pain points before implementing AI technology
- Regularly test your own customer experience to understand areas for improvement
- Focus on creating standout moments that will stick with customers long-term
- Leverage AI to gain insights from customer data while ensuring proper security measures
Companies mentioned and why:
- Three Tree Tech: Eric Skeens’ company, focused on empowering leaders through technology and AI
- ELISE AI: Conversational AI technology used in the property management case study
- Walled AI: Mentioned for its role in addressing cybersecurity concerns in AI implementations
- Sierra: Highlighted as a unicorn company in the data security posture management space
Leadership Advice
- “Be a human” in all interactions, even when using AI in customer service
- “Eat the frog first” – tackle difficult tasks head-on
- Develop grit and perseverance to push through challenges
Looking Ahead: Industry Predictions About AI and Customer Service
- Increased integration of AI in customer service and data analytics in CX initiatives
- Better collaboration between IT and CX teams to leverage AI effectively
- Emergence of new revenue streams through strategic use of customer data
- Growing importance of data security in maintaining customer trust in AI applications
Ready to make AI work for you, not against you? Listen now and take notes. There are a lot of gems shared!
Press Play To WATCH On Youtube
About Eric Skeens:
He is the co-founder of 3 Tree Tech in Portland, Oregon. Eric is a platform-agnostic tech researcher transitioning siloed organizations into automated DevOps-centric businesses. Skeens is a lifelong learner and technologist with an appetite for disrupting standard operating parameters many tech leaders fall victim to. Informally, he has been in technology for all his life thanks to his father’s curiosity with all things computers and systems, specifically, HP Non-Stop (fka Tandem). Formally, he has been a disruptor within different companies for over 15 years, everything from software to infrastructure to telecom. He co-founded 3 Tree Tech with Bob Kingery, knowing that their combined desire to simplify technology for the business leaders of enterprise companies would be instrumental in breaking the mold of poor customer experience coupled with lackluster technology hardware, software, and services. Connect with Eric on — LINKEDIN
About Stacy Sherman: Founder of Doing CX Right®
Stacy is a professional speaker, advisor, and passionate advocate of customer experience (CX) excellence. As the founder of Doing CX Right®, she has dedicated years to answering one critical question: What does it mean to “do CX right,” and how can businesses consistently deliver it?
Exceptional customer experience isn’t just a feel-good effort—it’s a driver of measurable business growth and a key to thriving in the AI era. With over 25 years of leadership at brands like Liveops, Schindler Elevator, Verizon, Wilton Brands, and AT&T, Stacy has achieved record-breaking NPS improvements, safeguarded $3B in customer portfolios, and earned recognition as a Top 10 Global Guru and Top 25 CX Thought Leader. Through her award-winning Doing CX Right® podcast, LinkedIn Learning courses, and best-selling books, she strengthens customer relationships and removes barriers to growth. She delivers transformative experiences that differentiate brands while enriching lives.
Need help? Schedule time.
Are you Doing Customer Experience (CX) Right?
Is your customer experience creating loyal advocates who genuinely love your brand? Are your employees inspired to champion your mission, while others in your industry view you as the gold standard they strive to reach?
Exceptional customer experience isn’t just a feel-good effort—it’s a driver of measurable business growth.
Take Stacy’s Customer Experience Assessment to uncover:
- Barriers limiting your brand’s growth and impact.
- Factors that drive stronger customer connections and deeper loyalty.
- Strategies to create meaningful experiences that set your brand apart.
Your customer experience has the power to transform your business and define your market position. Don’t leave it to chance.
Keyword themes: Doing CX Right podcast business sales customer. ROI customer service and AI customer loyalty employee experience and company culture
0 Comments