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Top Takeaways:


“It shouldn’t matter how or where the customer seeks their service resolution. You should be able to rise to the challenge and meet them anywhere they want.” “Autonomous customer service is everywhere we look today. It is both responsive and proactive” “The autonomous customer journey is not always about customers reaching out to you. Sometimes, you reach out to them before they contact you.”


Jeff Nicholson is the Global Head of CRM Product Marketing for Pegasystems, where he leads the company’s CRM market vision and strategy. 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. What is Autonomous Customer Service?
  2. What the difference between preemptive service and proactive service?
  3. Is Autonomous Customer Service worth it?
  4. Will AI replace customer service agents?
  5. Does Autonomous Customer Service take away the need for human agents?

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