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Top Takeaways:


“Think about your customers’ digital experience as the first solution, the first frontier and the thing your company wants to solve for.” “AI isn’t fully intelligent yet. We’re a long way out from perfect, so you have to be able to allow customers to break out of the system and talk to a human. Otherwise, it’s frustrating and it’s not a great experience.” “What humans are really good at is that critical thinking component, versus the bot which is more automation, more capabilities and more speed.” “When it comes to relationships and building that loyalty, that’s where humans like to have other humans around them.”


Philippe Mesritz is the first VP, Customers for Life at Khoros, a tech company that helps companies better connect with their customers online. He has over 20 years of customer-facing experience and previously ran the support services organization. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
  1. How can I use technology to improve my customer experience?
  2. Do customers like chatbots?
  3. How do I balance AI with the human-to-human connection?
  4. How can AI support employees?
  5. Will chatbots replace customer service agents?

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