The Big AI Lie & Why You Still Don’t Feel Ready

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:

• 00:00Who is Kerry Bodine, Founder of Bodine & Co.?
• 03:19The Biggest CS Mistake
• 06:22Perception vs. Reality: Bridging the Expectation Gap
• 13:07Consequence Scanning: Your AI Framework
• 18:00AI Risk Assessment & Navigating Ethical Gray Areas
• 20:00Leadership in the Age of AI
• 25:05Data Readiness for AI Implementation
• 32:36Human-Centered Design & Confronting Your Silos
• 37:18Key Advice for CS Leaders

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