In this insightful episode of CX Leadership Talks, hosts Nienke Bloem and Mia Liljeberg dive into the transformative role of AI in business and customer experience. Mia, a digital leadership expert, shares her experiences and expertise on the ethical, holistic, and human-centric approaches to AI implementation.
Key topics discussed:
- AI's multifaceted role: Discover how AI can enhance productivity and personalization, and understand its potential in reshaping business intelligence for predictions.
- AI & customer personas: Explore how tools like ChatGPT can be leveraged to create detailed customer personas, elevating personalized services.
- AI for frontline operations: Discuss the democratization of AI and its impact on frontline efficiency, onboarding, and innovation.
- Balance of challenge and skill: Understand the flow model and how AI can maintain this balance to make tasks more engaging for employees.
- AI in change management: Mia emphasizes the importance of effective change management when integrating AI to ensure safe transitions for employees.
- Addressing misconceptions: Break down myths around AI’s impact on personal intelligence and the notion that it reduces the personal touch in customer interactions.
- AI ethics and responsibility: Highlight the importance of ethical and sustainable AI use, emphasizing a 360-degree perspective for responsible operations.
Mia’s global perspective - having traveled through multiple Asian countries - enriches her discussion on digital leadership in a rapidly evolving AI landscape. The episode underscores the importance of curiosity, continuous learning, and engaging in team discussions to navigate AI's evolving role in business. Whether you're interested in AI's impact on customer experience or the future of digital leadership, this episode offers valuable insights for leaders and innovators alike.
Tune in to discover how AI can empower your leadership and transform your customer experience strategies in this rapidly advancing digital age.
Timestamped overview
00:00 Focus on change management from human perspective.
04:32 AI supports limitless possibilities, enabling dreams.
08:02 Personalization involves predicting preferences using information.
12:08 AI enhances intelligence by revealing blind spots.
15:08 Make AI accessible for front desk empowerment.
16:55 Flow model optimizes challenge to maintain engagement.
20:42 Prioritize employee acceptance and safe AI integration.
25:26 Focus on systemic and human growth drivers matrix.
28:36 Enhancing contact centers with AI for FAQs.
33:44 AI can amplify bias; ethical usage crucial.
35:12 Consider impact on stakeholders for better decisions.
39:51 Curiosity about others' motives guides my perspective.
42:37 Grateful for sharing wisdom; linking LinkedIn profile.
Mia’s recommendations
The fearless organization, by Amy Edmonson.
Connect with Mia on LinkedIn.
About Nienke: Nienke Bloem is often called the Customer Experience speaker in the blue dress.
She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.
Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a
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