Seth Godin on AI, CX, and the Future of Customer Service

Seth Godin on AI, CX, and the Future of Customer Service

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-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

Did you know that “Customer service is free” and that “authenticity is radically overrated”?

What do these provocative claims mean per Seth Godin?

Uncover these truths in an informative episode of Doing CX Right, where host Stacy Sherman and Marketing genius, Seth Godin (author of 21 best selling books) challenge traditional notions of customer experience. They break down why investing in your current customers could be more beneficial than the chase for new ones and how to harness the synergy between humans and AI in a technology-driven world.

Packed with actionable insights, the conversation will inspire you to think differently and reassess the status quo in business and life.

Check out Seth’s newest venture @ https://www.goodbids.org/ 

What You’ll Learn From Seth Godin & Stacy Sherman:

– How businesses can tactfully serve their ideal customers in an era where customers feel entitled 

– Insights into the psychology behind purchase decisions (value vs price) and how a company successfully positioned clean water as a status symbol. 

– The story of Momofuku, illustrating the power of niche focus and the positive impact it can have on brand identity.

– Practical advice on how to utilize AI as a tool, akin to a screwdriver, and the necessity of using it with a clear understanding of its limitations.

– The influence of systems on our everyday lives, from social media to education, and how acknowledging these forces can shape better business practices.

– A critical look at authenticity and ‘purpose-driven’ approaches, suggesting that consistency and shared experiences hold the key to customer loyalty and mission-driven success.

– An exploration of how cultures within companies, such as Nordstrom’s, are reflected in their customer experiences.

– Strategies to embrace the unique strengths of smaller companies, fostering innovation and leadership without relying on hefty advertising budgets.

– The argument for investing time to understand nuances in a culture of brevity, ensuring deeper connections and informed decisions.

– Exclusive thoughts from Seth Godin on his philanthropic venture, goodbids.org, which aims to revolutionize charity auctions.

 

Doing Customer Experience Lessons:

  1. Practice generosity: Go beyond offering discounts. Create an environment where customers feel valued, respected, and part of a community. Be generous with your time, attention, and resources.
  2. Prioritize consistency over authenticity: Strive for consistent delivery of exceptional customer experiences, aligning every interaction with your brand promises and values. Consistency breeds trust and loyalty.
  3. Identify and “fire” misaligned customers: Respectfully part ways with customers who do not align with your values and vision, as serving them may undermine the experience for your true audience.
  4. Leverage AI as a tool, not a pilot: Employ AI for specific tasks, such as brainstorming or data analysis, but maintain human oversight and critical thinking for decision-making.

    Listen to this podcast now for more actionable insights!

    Whether you are a business owner, a CX leader, or a marketing enthusiast, you won’t want to miss the customer experience leadership wisdom shared, as it may be your game-changer. 

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About Seth Godin:  

The author of 21 books that are best sellers around the world and have been translated into more than 35 languages. He writes about the post-industrial revolution, the way ideas spread, marketing, quitting, leadership, and most of all, changing everything. You might be familiar with his books Linchpin, Tribes, The Dip, and Purple Cow. His book, This Is Marketing, was an instant bestseller around the world. Recently, he organized the all-volunteer community project, The Carbon Almanac. In 2023, he wrote The Song of Significance, which is already a bestseller.

In addition to his writing and speaking, Seth has founded several companies, including
Yoyodyne and Squidoo. His blog (which you can find by typing “seth” into Google) is one of the most popular in the world. His podcast is in the top 1% of all podcasts worldwide.

In 2018, he was inducted into the Marketing Hall of Fame. More than 40,000 people have taken the powerful Akimbo workshops he founded, including the altMBA and The Marketing Seminar.

Learn more at https://www.sethgodin.com/

     

    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 for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

    Learn More About Increasing Customer Loyalty.

    Watch Stacy Sherman’s Linkedin Learning Course‬.

    Customer service expert Stacy Sherman shows you how to foster a strong frontline worker experience so your agents and other staff can deliver value and engender customer loyalty.

    Learn how to identify challenges that impact frontline worker effectiveness.

    Explore hiring strategies for contact center and other frontline roles, as well as how to build positive relationships with your frontline workers from day one.

    Find out how to elevate frontline worker performance through intentional training and development and prepare frontline workers for future leadership.

    This course equips you with a blueprint to connect frontline worker experience to customer experience, so that you’re focused on doing right by your teams and your customers.

    Topics Discussed: Doing CX Right podcast

    customer experience, Watermark Consulting, author, speaker, CX advisory firm, radio DJ, artificial intelligence, choreographed experience, impressing customers, lasting impression, emotional impact, book and research, customer experience ROI, operating expenses, Customer Experience ROI Study, financial lift, wallet share, customer acquisition, Net Promoter Score, customer loyalty, customer compliments, brand obsession, emotional resonance, voice of the customer, customer surveys, customer behavior, leadership development

    AI Innovations That Support (Not Replace) Humans in Customer Experience – Live From Reuters Event

    AI Innovations That Support (Not Replace) Humans in Customer Experience – Live From Reuters Event

    As a customer service leader, are you feeling pressured to adopt AI but unsure where to start? Does finding ways to improve customer and agent experience through AI innovations feel like an endless struggle? Having asked hundreds of people these questions, the majority answered yes.

    People intuitively know that providing excellent customer service requires empowering agents. yet frustrating problems like high training costs, high attrition, agent burnout, and outdated systems get in the way. So, how best to fix these issues to boost agent productivity and morale?

    And what about the customer side? How do you leverage AI innovations without losing the human touch so vital for customer loyalty in key moments?

    These are the topics that keynote speaker Stacy Sherman shared at the Reuters Customer Experience NY event. You can watch one of several video interviews and read the summary below.

    AI Innovations and Use Cases That Support Agents and Customers:

    1. Real-time call monitoring

    AI can listen to agent-customer calls and alert supervisors when keywords like “lawsuit” come up, allowing for rapid intervention.

    2. Automated note-taking

    AI takes notes during calls, freeing up agents to focus on listening and conversing.

    3. Unified customer data

    AI compiles relevant customer data from across siloed systems into a single interface for agents.

    4. Chatbots for agents

    AI chatbots provide agents with quick answers to customer questions during calls, reducing hold times.

    As Stacy Sherman points out, these solutions emphasize supporting agents, not replacing them. Agents are still very much needed for empathy, relationship-building, and resolving complex issues.

    5. Training Agents with AI Simulation – a most favorite approach

    In addition to assisting agents during live customer interactions, AI can play a pivotal role in onboarding and preparing agents upon joining the organization. AI-powered training simulations expose new hires to realistic customer conversations to build confidence and skills without any customer impact.

    Consider an agent preparing to handle their first phone call after limited training. The pressure and lack of experience could contribute to a poor experience for the agent and customer. Now imagine that same agent completing several AI training simulations first. They’ve practiced conversations, built confidence in finding answers, and received coaching on strengths and areas for improvement.

    This use of AI generally targets skill gaps through personalized coaching while readying agents to have more natural, human-centric interactions with customers.

    When Stacy asked customer service agent Tressa Boles her views about AI simulation, she confirmed:

    “AI simulation would definitely be helpful because I was so afraid due to my cognitive functioning issues, I wouldn’t be able to think of the right things and the right words to say on the spot.”

    Tressa Boles

    Customer Service Agent

     

    Preserving Human Connection in Customer Experiences

    While AI can absolutely be leveraged to make agents more efficient, effective, and prepared, the human factor remains critical in CX, especially during emotionally charged moments.

    As Stacy Sherman recounts from her experience in the elevator industry, AI limitations become very apparent when customers find themselves trapped in an elevator. A bot may efficiently communicate the technician’s expected time of arrival (ETA) at the scene, but the trapped customer needs empathy and reassurance from a human first and foremost.

    “AI needs to enable agents to be present and attentive rather than distract them with manual processes.” – Stacy Sherman

    Key Takeaways:

    Agent and Customer Experience with AI Innovations

    Artificial intelligence, including AI customer service agent training simulation, must complement and enhance human capabilities in CX, not attempt to replace them entirely.

    As long as the human connection remains central to the customer and agent experience, AI adoption through use cases like the ones described will lead to loyalty and business growth over the long term.

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    Customer Experience (CX) and AI Topics + Time Stamps from CXQA Live

    [0:00] Introduction to using AI to make agents more productive and empathetic

    [2:05] AI use cases that boost agent performance on calls

    [4:38] Example of still needing human connection during emotional customer situations

    [8:20] Using AI simulations to train agents and build confidence

    [12:10] Importance of the human factor in customer experience

    [15:30] Tips on developing an ‘agents first’ AI strategy for your contact center

    Take notes, as many gems are shared to advance your AI CX strategy without sacrificing the human touch!

    This article is part of the Vistio Knowledge Collective.

     

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    About Stacy Sherman: Founder of Doing CX Right®‬

    Customer experience and marketing global keynote speaker, LinkedIn Learning instructor, author, 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 about DOING Customer Experience (CX) and Service Right. Continue reading bio >here.

    Keyword themes: Doing CX Right podcast business customer service, contact center, marketing agent experience, artificial intelligence, AI innovation. 

    The Power of Generative AI – Transforming Customer Service

    The Power of Generative AI – Transforming Customer Service

    <
    Doing CX Right podcast show on Spotify with host Stacy Sherman
    DoingCXRight-Podcast-on-Amazon-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

    Artificial intelligence is advancing rapidly, and one of the most promising areas for Customer Experience leaders is generative AI.

    Generative AI refers to machine learning models that can generate new content, such as text, images, audio, and more. Major models like DALL-E for images and ChatGPT for text showcase the vast potential, and these technologies are improving continuously.

    Wonderfing how you can harness generative AI to elevate your customer experience strategy? In this episode, Stacy Sherman interviews Conor Grennan, Dean of MBA students at NYU Stern School of Business, to discuss practical strategies for implementing generative AI in customer service training, education, and simulated models.

    You’ll hear insights on the importance of authenticity in customer interactions and the need for human connection in an increasingly automated world. Listen now to learn how generative AI can enhance your customer experience and actionable tactics to drive business success.

    Key Takeaways to Lead With Generative AI in CX

    Implementing emerging technologies like generative AI for CX requires strategic vision and execution. Keep these tips in mind:

    • Start with tightly defined use cases that address pain points, and run controlled pilots. Look for quick wins to demonstrate potential and build confidence.
    • Integrate generative AI seamlessly into daily workflows for broad value creation. Don’t silo it.
    • Maintain rigorous monitoring for model accuracy, risks and customer perception. Continuously improve with real-world feedback.
    • Combine automation and human touch thoughtfully. Strike the right balance for each customer journey.
    • Develop responsible AI practices around transparency, ethics, and governance. Build trust by addressing risks proactively.

    With a thoughtful approach, generative AI can transform CX capabilities in your organization.

     

    Show Topics and Time Stamps

    • Origins of Grennan’s interest in tech and AI (2:55)
    • Writing the book Little Princes and key lessons (5:20)
    • How generative AI enhances understanding customers (8:40)
    • Applications for customer service training (12:30)
    • Framework for implementing generative AI (16:50)
    • Ways to apply generative AI for better CX (22:30)
    • The future human role with advancing AI (26:40)
    • Leadership and passion advice (29:50)
    • Key takeaways on leading with generative AI for CX (33:20)

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    About Conor Grennan ~ Generative AI Expert  

    Conor is the Dean of MBA Students at New York University’s Stern School of Business. He oversees the student experience for over 2,300 full-time, part-time, and Executive MBA students. Grennan also leads Stern’s Generative AI program, which teaches students and faculty how to leverage AI technology. He previously worked for a nonprofit in Nepal and is the author of the bestselling memoir “Little Princes.”.

    Connect on 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 for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

    Keyword themes: #DoingCXRight #podcastbusiness #customerservice #contactcenter #artificial intelligence #AI #customerexperience

    Demystifying AI: How Humans and Machines Can Work Together

    Demystifying AI: How Humans and Machines Can Work Together

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    Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

    Enhancing Customer Experiences with AI  

    To help business leaders differentiate their brands, Stacy Sherman invites Kate Bradley Chernis, founder of Lately AI, to share insights on how artificial intelligence (AI) can complement human collaboration to exceed customer expectations.

    During this podcast episode, you’ll hear them dispel fears and misconceptions about AI, emphasizing that it cannot replace the human element of emotional intelligence.

    Kate also shares lessons learned from raising $3.4 million in funding for her AI platform and key lessons about business, leadership, and how to embrace AI and emerging technologies to boost results.

     

    What You’ll Learn About Merging Humans and AI

    Topics include:

    • What is artificial intelligence (AI)?
    • What challenges do businesses face when integrating AI technology into their customer experience strategies?
    • How does Lately AI use machine learning and natural language processing to improve customer experiences for businesses?
    • What is the best advice for entrepreneurs and business leaders who want to use technology to differentiate their brands and transform their companies?
    •  Why is emotional intelligence important in customer service, and how can companies develop this skill in their employees?
    • How can businesses balance the benefits of automation with the importance of maintaining a human touch in their customer interactions?
    • How have Kates’s experiences in radio and marketing influenced her approach to building AI technology for customer experience?
    • In what ways does Lately AI stand out from other generative AI companies in the market, and what are some of the benefits of their approach?
    • What are fun facts about Kate, the best leadership advice she ever received/given, and advice she’d give to her younger self if she could go back in time?

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    About Kate Bradley Chernis:

    How Humans and AI Can Work Together

    Kate Bradley Chernis is the Founder & CEO of Lately.AI, an AI-powered content repurposing engine and a social media management, employee advocacy, and sales enablement syndication platform. Thanks to nine years of its own proprietary machine learning and natural language processing data, Lately is able to pinpoint the ideas, words, and phrases that will get any target audience to click, like or share. It also learns the unique voice of any brand or individual and transfers the style of that voice into social posts. Lately then splices up long-form text, audio, or video content into dozens of high-performing social posts – which include audiograms and video clips – based on your unique writing model.

    As a former rock ‘n’ roll dj, Kate served 20 million listeners as Music Director and on-air host at Sirius/XM. She’s also an award-winning radio producer, engineer, and voice talent with 25 years of national broadcast communications, brand-building, sales, and marketing expertise. What she learned in radio about the neuroscience of music helps fuel Lately’s artificial intelligence.

    Prior to founding Lately, Kate also owned a marketing agency that got Walmart a 130% ROI YoY for three years.

    Learn more on her website, LinkedIn

    About Stacy Sherman: Founder of Doing CX Right®‬

    Customer experience and marketing global keynote speaker, journalist, co-author of two books, coach and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that produces 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/ Mission: Cultivating meaningful, authentic relationships and experiences so people have more fulfillment in business and life. Contact Stacy for DOING CX RIGHT, not just TALKING about it. Continue reading bio >here.

    AI and the Human Element: How to Strike a Balance in the Workplace

    AI and the Human Element: How to Strike a Balance in the Workplace

    Looking to gain insight into the world of AI technology, innovation, and digital transformation? Then you’ve come to the right place.

    On this episode, you’ll learn actionable tips from Stacy Sherman and Brian Solis, world-renowned digital anthropologist, futurist, 8x best-selling author, speaker, and VP of Global Innovation at SalesforceThey share tactics for leveraging AI and related tech without losing the human element. And how to build better relationships, experiences, and business models, emphasizing the importance of companies adopting a customer-centric approach to CX.

    They also discuss the future of work and the trends that businesses need to consider, including web three, blockchain, virtual worlds or metaverse, immersive shopping and entertainment, and the impact of AI on the workplace.

    You’ll also hear insights from Brian’s latest book, Life Scale, which provides a roadmap for people to recenter their lives for the new world while embracing technology.

    More Topics Discussed:

    • Who is Brian Solis and a fun fact.
    • Why passionate about digital transformation and AI.
    • Lessons from his book “What’s the Future of Business” and how businesses can adapt and thrive in a rapidly changing landscape.
    • Ways ChatGPT and how artificial intelligence is rapidly changing the way we work.
    • Tactics that AI is being deployed to improve customer service experiences and risk considerations.
    • Advice to foster more creativity, focus, and better time management.
    • Most valuable leadership advice received and given.
    • And more

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    About Brian Solis

    A world-renowned digital anthropologist, futurist, 8x best-selling author, and international keynote speaker. Brian serves as VP, Global Innovation at Salesforce. He has consistently been recognized as one of the world’s leading voices in innovation, business transformation, and leadership for over two decades.

    Forbes has called him “one of the more creative and brilliant business minds of our time,” ZDNet said that Brian is “one of the 21st century business world’s leading thinkers,” and The Conference Board described Brian as “the futurist we all need now.”

    As a keynote speaker, Brian has traveled the world to help audiences embrace change, learn what’s coming next and why, and to take a leading role in shaping the future they want to see. He has a unique gift of humanizing these trends to make change and innovation purposeful and inspiring to help leaders reimagine the future.

    Brian’s latest book, Lifescale: How to Live a More Creative, Productive, and Happy Life, is a research-based (and personal) journey to discover the effects of digital in our lives and learn how to rewire ourselves forward with greater purpose, creativity, and performance.

    Readers learn how to “Lifescale,” take control of technology, define a more creative and aspirational future self and scale their lives forward and upward.

    Learn more and connect with Brian on LinkedIn.

     

    About Stacy Sherman: Founder of Doing CX Right®‬

    An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.