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Using AI Responsibly to Enhance the Customer Experience with Joe Tyrrell

How to Leverage AI and Personalization to Anticipate and Exceed Customer Needs

Shep Hyken interviews Joe Tyrrell, CEO of Medallia, a global leader in customer and employee experience technology. He talks about the significant role of AI and technology in creating personalized and seamless customer experiences. 

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

  1. How can technology aid in creating personalized customer experiences for businesses? 
  2. How does personalization impact purchasing decisions? 
  3. What role does data play in predicting and understanding customer preferences? 
  4. What are some ethical considerations when using AI and technology for customer interactions? 
  5. How can companies utilize technology and automation to assist and support their customer service representatives instead of replacing them? 

Top Takeaways

  • Personalized experiences are essential for businesses to attract and retain customers. By understanding customer behavior and preferences and using technology to track interactions, companies can anticipate their needs and provide a seamless and tailored experience.  
  • Businesses can harness various data sources, including feedback from surveys, social media, and customer history, to better understand and anticipate consumer needs. By aggregating and interpreting this data, companies can gain valuable insights to personalize the customer experience and improve service. 
  • The goal of technology in customer service is not to replace human interaction but to assist and empower employees. Businesses can offer more personalized, timely, and effective service by supporting employees with technologies that help prioritize essential tasks and understand customer needs. 
  • To deliver personalized experiences, companies should focus on using technological capabilities while maintaining empathy and a human touch. It’s a “balancing act.”  
  • Personalized experiences can significantly impact customer purchasing decisions. Companies can influence consumer buying decisions by offering tailored experiences based on the customer’s preferences and history with the brand. 
  • Plus, Shep and Joe answer the question: Is it possible to completely eliminate average hold times and average wait times? Tune in! 


“We have to think about how we  will use AI responsibly and ethically and not introduce unintended consequences or bias.” 

“The goal of personalization is not just to make customers feel connected to a company or a place. It is to make them feel connected and seen as people.” 

“Personalize every experience. The keyword is every. If you only do it sometimes, and then the next time you interact with that same consumer, you act as if it’s the first time you’re meeting them, you invalidate all the work you’ve done in the previous visits and the experiences you’ve created for them.” 


Joe Tyrrell is the CEO of Medallia. Before Medallia, he served as president of ICE Mortgage Technology. 

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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