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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. Will AI replace human employees? 
  2. How can AI and human employees work together to enhance customer service? 
  3. Why should companies prioritize customer experience? 
  4. What is the role of AI in improving the interaction between employees and customers? 
  5. In what ways can AI personalization impact customer loyalty and retention?

Top Takeaways


“Empowering your employees to quickly and correctly address any breakdown in the customer experience is crucial. Ensure you provide them with the tools to engage with customers effectively.”  “AI is a powerful tool that should complement, not replace, human interactions. Human-applied AI leverages the capabilities of artificial intelligence to empower employees who engage directly with customers, elevating the customer experience to a superior level.”  “Treat every interaction like it could be the customer’s only interaction with you over the next three years. Handle each interaction like it is the one moment that can greatly impact your brand.” 


Brian Higgins is Verizon Consumer Group’s Chief Customer Experience Officer. He ensures that Verizon employees have the right tools, capabilities, and resources to excel at delivering amazing customer experiences.   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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