A Human-Centric Approach to Artificial Intelligence with Jeffrey Russell

Subscribe and Listen

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can technology be authentic and empathetic in improving the customer experience? 
2. How can companies maintain a balance between human-to-human interactions and technology? 
3. Why should companies prioritize culture and organizational health before focusing on financial aspects? 
4. How has the concept of AI evolved to prioritize authenticity and human augmentation? 
5. What leadership principles are essential for guiding a company through transformation? 

Top Takeaways

• Effective leadership in business requires putting culture first. A positive culture within a company influences performance and trust and provides more value to their customers and employees, ensuring sustained growth and success. 

• Recognizing and leveraging an organization’s “superpowers” drives innovation by using what they are best at to create impactful solutions and maintain a competitive edge. 

• Technology and artificial intelligence must be built with empathy at its core. This means understanding what really matters to customers to creating relevant, valuable, and impactful solutions. 

• Authenticity, augmentation, and applied intelligence are essential to ensuring technology meets customer needs. Integrating artificial intelligence into the customer experience must be easy for its end users to use, offer genuine value to customers, and enhance the capabilities of employees to serve. 

• Encouraging customers to utilize technology for simpler inquiries and letting them know that human interaction is available for complex or sensitive matters creates a balanced customer journey. 

• Plus, Shep and Jeffrey talk about how to engage in a healthy, consultative dialogue when experiencing pushback from clients. Tune in! 

Quotes:

“Empathy expands the human experience. It allows us to understand what really matters to our customers. It drives us to deliver something that is differentiated, relevant, and valuable for our customers.” 

“Empathy allows us to be bold in crafting extraordinary solutions that touch the lives of our customers every day. It gives us deep insight into how we should connect with our customers as people and to better support them in their businesses and their desired outcomes.” 

“Artificial Intelligence should be authentic, augmented, and applied. At the end of the day, automation may not be driven by human hands, but it is shaped by humans and creates solutions for humans. There should always be a balance between human-to-human interaction and technology.”

About:

Jeffrey Russell is the Chief Executive Officer at C1, a company that uses technology and innovation to help companies build meaningful and secure relationships with their customers. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.