SHINY HAPPY PEOPLE with Vinay Kumar
In this business podcast that is all about people, Vinay Kumar, a Leadership Coach, Certified Professional Facilitator, OD Consultant, Podcaster, Global Nomad, Wildlife Stalker and Records Collector, interviews leaders, thinkers, strategists, and doers to reveal actionable insights, first-hand experiences, smart strategies, brilliant tips and lesser-known best practices on a range of subjects in business leadership and people management, from innovation, DEI, facilitation, technology, future of the workforce and sustainability to evolution of leadership, storytelling, negotiation, digital learning, mental wellbeing, the art of staying positive and even water wars! Plus each episode features curated recommendations from Vinay and his guest for your own RWL (Read Watch Listen) list to keep you shinier and happier!
SHINY HAPPY PEOPLE with Vinay Kumar
Episode 175: Rick DeLisi on AI and Customer Service
With so much talk around it, it was about time we dedicated a whole episode to AI – and boy, have we got a power-packed one for you! Meet Rick DeLisi who is leading AI adoption in an industry that almost everyone one of us has had a direct experience with – customer service. Rick is Lead Research Analyst at Glia, co-author of the bestselling business book The Effortless Experience and a multi-time contributor to the Harvard Business Review with more than 20 years of experience in the customer experience industry.
This conversation underscores Rick’s data-backed approach to understanding the gap between what leaders expect from AI and what actually happens in customer experience. Many organizations are wrestling with how to make AI a genuine advantage without falling into costly traps, and Rick’s grounded research has spurred meaningful conversations at several leading companies. Hit play to get the lowdown!
[4:29s] Evolution of customer service
[10:13s] Growth of automation in customer service
[19:02s] AI in customer service
[28:27s] Organizations who are doing it well: ‘AI for all’
[39:24s] Future drivers for AI adoption the ‘right way’
[47:14s] Future of the customer service industry
[51:06s] RWL: Read Rick’s book ‘The Effortless Experience’
Visit Glia at https://www.glia.com/ for more resources to help you elevate your customer service with the right adoption of AI.
Connect with Rick on LinkedIn
Connect with Vinay on X and LinkedIn
What did you think about this episode? What would you like to hear more about? Or simply, write in and say hello! podcast@c2cod.com
Subscribe to us on your favorite platforms – Google Podcasts, Apple Podcasts, Spotify, Overcast, Tune In Alexa, Amazon Music, Pandora, TuneIn + Alexa, Stitcher, Jio Saavn and more.
This podcast is sponsored by C2C-OD, your Organizational Development consulting partner ‘Bringing People and Strategy Together’. Follow @c2cod on Twitter, LinkedIn, Instagram, Facebook