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How AI Innovation Drives a Better Customer Experience with Alan Masarek

Empowering Customer Interactions and Employee Engagement

Shep Hyken interviews Alan Masarek, President and Chief Executive Officer at Avaya. He talks about leveraging AI to improve customer experience, enhance employee productivity, and create better business outcomes.

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

  1. How is customer experience being transformed using AI? 
  2. What are the evolving communication channels and customer support preferences in today’s digital landscape? 
  3. What impact does AI have on job roles in the customer service industry? 
  4. How can businesses use AI to allow human agents to focus on more complex and empathetic customer interactions? 
  5. What role does AI play in balancing human and AI-driven customer support? 

Top Takeaways

  • The customer experience market is expected to be worth almost 50 billion by the end of this decade. In the Internet economy, companies are struggling to differentiate themselves the old-fashioned way through price and availability. Now, you can compare products and pricing from companies worldwide. How can a brand differentiate themselves from its competition? The quality of the experience they provide.  
  • Businesses thrive when they prioritize creating a positive customer experience. A company’s success is directly tied to its ability to make customers feel valued.   
  • Leaders must recognize the need to invest in AI not merely as a trendy innovation but as a crucial tool for enhancing customer relationships, improving employee productivity, and boosting engagement. 
  • The impact of AI on customer service has generated concerns about potential job displacement. When the ATM was introduced, people said it would make human bank tellers obsolete. However, most banks still have tellers today. AI is not set to eliminate jobs but rather transform them. AI in customer service aims to automate routine tasks, empowering human agents to dedicate their attention to more complex and empathetic interactions. 
  • The future of customer support includes a blend of human and AI-driven solutions. While many customers still prefer phone support, a significant number are leaning towards digital and self-service options. Brands must leverage AI to meet customers’ preferences and enhance their experience without losing the ever important human touch that creates an emotional connection with customers. 
  • Plus, Shep and Alan talk about how companies can embrace innovation without disruption. Tune in! 


“A pleasant employee experience delivers a pleasant customer experience. The marriage of the two drives a better business outcome. AI solutions are important for optimizing the employee experience, which in turn drives the employee experience.” 

“The least expensive and the most profitable customer is the one you already have.” 

“Making money is a derivative of serving the customer. If you don’t serve the customer, you’re not going to make money.” 

“Brands win with how they make the customer feel. There are too many alternatives for the customer in terms of price and availability. As leaders, we need to always ask the question: How do we serve our customers?” 


Alan Masarek is the President and Chief Executive Officer at Avaya. He has over 30 years of experience in software and cloud-based businesses, technology innovation, enterprise communications, and the cultivation of a dynamic, talent-driven organizational culture. 

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

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