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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
  1. How is artificial intelligence used to improve customer interactions in contact centers?
  2. What are the challenges in finding the right balance between technology and human support in customer experiences?
  3. What frustrations do customers face when dealing with customer service, and how can AI address them?
  4. How can AI be used to personalize and contextualize customer experiences in contact centers?
  5. What tools can be provided to improve employee satisfaction and performance in customer service?

Top Takeaways:


“Omnichannel traditionally means that a brand can serve its customers in different channels. Today, the goal is to have continuity of service because customers go from channel to channel interacting with the brand.” “When we take care of the team who are representing our brand, the result is lower attrition and better performance.” “AI can serve as a sherpa for agents. Many brands want to use AI to support their internal and external customers. In the process, most tend to forget that AI is an opportunity to increase empathy and strengthen your brand ambassadors – your customer support agents.” “The challenge lies in appropriately using technology to create a balance between leveraging AI and human support, ensuring customers receive the best of both worlds for a seamless experience.” “Customer service representatives being able to successfully solve customers’ problems is essential for their fulfillment and satisfaction in their roles, ultimately influencing the overall customer experience and satisfaction.”


Venk Korla is the President and CEO of HGS Digital. He has helped Global 1000 companies, healthcare institutions, universities, and non-profit organizations create digital strategies and solutions. 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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