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The AI Advantage in Customer Experience: Balancing Automation and Empathy
Manage episode 461422365 series 3012119
In this episode, Dr. Joseph Michelli explores the critical role of artificial intelligence (AI) in enhancing customer experience while emphasizing the importance of preserving human connections. He discusses how AI can streamline operations and personalize customer interactions but warns against allowing it to replace genuine human empathy. The episode outlines strategies for integrating AI to augment human efforts, ensuring that technology enhances rather than detracts from customer relationships.
Dr. Michelli provides insights on using AI for routine tasks while allocating more complex, emotionally sensitive interactions to human staff. He also stresses the importance of transparency in AI applications, training for staff on AI collaboration, and continuously iterating AI tools based on customer feedback to better align with company values and customer expectations.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
578 에피소드
The AI Advantage in Customer Experience: Balancing Automation and Empathy
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Manage episode 461422365 series 3012119
In this episode, Dr. Joseph Michelli explores the critical role of artificial intelligence (AI) in enhancing customer experience while emphasizing the importance of preserving human connections. He discusses how AI can streamline operations and personalize customer interactions but warns against allowing it to replace genuine human empathy. The episode outlines strategies for integrating AI to augment human efforts, ensuring that technology enhances rather than detracts from customer relationships.
Dr. Michelli provides insights on using AI for routine tasks while allocating more complex, emotionally sensitive interactions to human staff. He also stresses the importance of transparency in AI applications, training for staff on AI collaboration, and continuously iterating AI tools based on customer feedback to better align with company values and customer expectations.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
578 에피소드
모든 에피소드
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1 How AI Enhances Customer Experience Without Losing the Human Touch 4:05
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1 Navigating the Talent War: How to Attract Top Talent in a Competitive Landscape 3:32
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1 The Loyalty Equation: How to Turn Transactions Into Advocacy 3:44
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1 The AI Advantage in Customer Experience: Balancing Automation and Empathy 4:15
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1 Customer Experience Predictions for 2025: Insights from the Field 6:11
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1 Wrapping Up the Year Strong: Strategies for Thriving During the Holiday Season 3:29
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1 Thriving Through the Holiday Rush: Seven Key Behaviors for Exceptional Experiences 4:16
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1 Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences 4:17
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1 Transforming Service into Experience: The Power of Personal Connection 4:06
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