Consequence scanning. Data organization. Tech translation… Oh my!
This week, Kerry Bodine — CX consultant to name brand fortune 500 companies, founder of Bodine & Co. and co-author of Outside In — joins us to explore the seismic shifts AI is bringing to the world of CS.
Forget what you think you know about customer service; Kerry reveals why it's all about understanding customer emotions, perceptions, and the entire customer journey. We tackle the tough questions: How do we balance innovation with ethical considerations? How do we prepare our data for the AI revolution? And how do we design experiences that are both human and AI-powered? This is a must-listen for any leader navigating the uncharted territory of AI-driven customer experience.
Key Moments:
- 00:00 Who is Kerry Bodine, Founder of Bodine & Co.?
- 03:19 The Biggest CS Mistake
- 06:22 Perception vs. Reality: Bridging the Expectation Gap
- 13:07 Consequence Scanning: Your AI Framework
- 18:00 AI Risk Assessment & Navigating Ethical Gray Areas
- 20:00 Leadership in the Age of AI
- 25:05 Data Readiness for AI Implementation
- 32:36 Human-Centered Design & Confronting Your Silos
- 37:18 Key Advice for CS Leaders
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