Shep interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about how AI can help measure customer loyalty, improve employee productivity, and enhance customer service processes.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
“Customers are less tolerant of friction these days. So even if you deliver consistently good experiences, just one bad interaction can send your relationship down a bad path more quickly than it used to.”
“Customer relationships are becoming increasingly transactional because switching between brands is easier and low-cost. Consumers have many options today, so they don’t need to tolerate companies not meeting their expectations.”
“There is a disconnect between how executives view AI’s role in their industry and how they embrace it. While they understand the value and potential, they are not always taking the necessary actions to leverage AI in their organization.”
“AI creates compounding advantages. Every single customer interaction makes these systems smarter. Every insight builds more value. Every experience improvement will deepen the company’s relationship with the customer.”
About:
Isabelle Zdatny is Head of Thought Leadership at Qualtrics XM Institute. She creates leading content on experience management trends and best practices, delivers training, and advises organizations on CX and EX strategy.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2025 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap Legap
Site by: digitalONDA