The Power of Generative AI – Transforming Customer Service

The Power of Generative AI – Transforming Customer Service

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Doing CX Right podcast show on Spotify with host Stacy Sherman
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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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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.

The Future of Customer Service: How Generative AI is Changing the Game

The Future of Customer Service: How Generative AI is Changing the Game

What Is Generative AI & The Link To Customer Experience?

Are you wondering how to leverage generative AI in business to enhance customer experiences and service agents? How can AI increase efficiency while maintaining empathetic human interactions?

Stacy Sherman and special guest, Even Kirstel, an expert analyst in disruptive technologies including generative AI,  w/ 550K followers, answer these questions and much more to help you achieve business success as technology is changing our experiences rapidly.

Getting educated and applying the latest generative AI and emerging technology developments is important to stay competitive. Yet, without losing the HUMAN HEART in business. You’ll learn how to merge it all from his episode.

What You’ll Learn:

  • What generative AI actually means in simple terms from an expert view.
  • Examples and use cases of leveraging generative AI in business to enhance customer experiences.
  • Future trends with Generative AI and applications to enhance employee and agent experiences and leading better engagement too.

And, Personal Stories Besides Generative AI and Emerging Technology

You’ll also hear Evan share why his passions, the best leadership advice received/given, advice he’d give to his younger self that may be useful to you, and fun facts.

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About Evan Kirstil

B2B thought leader and top technology influencer with an aggregate social media audience of 470,000 people (350K Twitter, 54K LinkedIn and 70K Instagram followers, 3K Clubhouse).

He’s built an organic reach in the tens of millions, in just 10 years.

Named 4th Most Engaging Digital Marketer by Brand24

B2B tech brands like Intel, 3M, AT&T Business, Qualcomm, HPE, Telefonica, Samsung, Citrix and Ericsson hire him to help them to achieve massive visibility and scale, leveraging the power of social media in a variety of market segments including mobile, blockchain, cloud, 5G, HealthTech, IoT, AI, Digital Health, crypto, AR, VR, Big Data, Analytics and CyberSecurity. 

Learn more:

https://www.evankirstel.com/

https://www.evankirstel.com/blog

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.

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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Doing CX Right podcast show on Spotify with host Stacy Sherman
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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.

The Rise of AI Robots in Customer Service: How Humans and Bots Can Co-Exist

The Rise of AI Robots in Customer Service: How Humans and Bots Can Co-Exist

As technology advances, we have become accustomed to interacting with automated solutions like IVRs and chatbots for customer service. These systems have streamlined many processes, allowing us to get answers and support quickly and efficiently when companies follow CX best practices. However, the paradigm is changing, whereby it’s not just humans contacting customer care departments but also AI robots acting on behalf of humans too.

DoNotPay, for example, is launching an AI robot that interacts with customer service agents through live chat or emails to negotiate bills, cancel a subscription, pay parking tickets, and more. So what are the ramifications? At a minimum, employee and agent communication skill building and training need modification. “Robot CX” is becoming a real thing.  

 CX Best Practices When Interacting With AI Robots

  1. Don’t make assumptions. Take time to understand the capabilities of the AI robot. Many chatbots are built on top of existing rule-based systems, which means they are limited in the types of conversations they can handle. So, be aware of what it can and can’t do to manage expectations and reduce frustration. As emerging technology rapidly advances, get educated, so you are always prepared and ready.
  2. Be Impeccable With Your Words: Use concise and simple language. Avoid negative terms, sarcasm, jargon, and technical phrases that the AI robot may not comprehend, leading to longer talk time and aggravation. Likewise, be mindful of legal compliance. The same regulations apply whether conversing with a robot or a human. Everything is trackable so never let your guard down.
  3. Don’t take anything personally: AI robots are not human with emotions. Interacting with bots can be stressful and a test of patience. So, remember that the perceived lack of empathy or understanding is not personally against you. Stay calm and composed. Take deep breaths.
  4. Always do your best:  Focus on delivering meaningful customer experiences, whether human or robot. Robot CX is a strange concept, but it’s a reality, so adopt the changes, or your competitors will outpace you.

Note to reader: If you have yet to read my favorite book, The Four Agreements, I recommend you do so, which is the basis of my above recommendations. The Four Agreements is life-changing for personal growth and incredibly valuable for leading business transformation, as I explain in my other article.

People must approach conversations with an AI Robot as if they are interacting with a human customer.

The lines are getting blurry as to who is on the other side of the customer call or online chat. So, always be friendly, helpful, informative, and impeccable with your words. Likewise, avoid taking anything personally or making assumptions. And do your best when negotiating or solving an issue. Get educated on AI robot capabilities and adapt problem-solving strategies.

While I’m expressing views about human-to-bot interactions, there will soon be robots handling complaints and questions from another bot. Will they argue? Will they get frustrated like humans? It’s kind of funny to imagine, yet, challenging to comprehend too. Time will tell. Buckle your seatbelts as we’re in for an interesting journey.