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[Experience Action Podcast] Balancing Humans and AI in CX

Are you ready to uncover the secret to balancing human touch with the scalability of Artificial Intelligence (AI) in Customer Experience (CX)? Tune in and join Jeannie Walters on an insightful journey that takes us to the meeting point of tech and touch, where we examine the delicate dance between personalization and privacy. As we embark on this exploration, we draw inspiration from the likes of Amazon, Chewy, and Zappos, giants who have successfully integrated AI to create a human-centered experience on a mammoth scale. The role of consistency, authenticity, and the human-AI equilibrium in building solid customer relationships won’t escape our analysis.

Venturing further, we delve into the transformative power of AI and its potential to make customer experiences proactive rather than reactive. As we navigate the ethically charged waters of AI implementation, we’ll ponder on how to maintain balance and trust. Most importantly, you are encouraged to think about how AI can enrich human elements in customer experience and why ethical considerations should be your compass in these decisions. Buckle up for an exhilarating ride into the world where technology and human experiences intersect.

Thank you to Bryan Kramer (bryankramer.com) for the great question!

Resources Mentioned:
Experience Investigators Learning Center

Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn!

Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!

About Jeannie Walters, CCXP, CSP

Jeannie Walters CCXP CSP small square photoJeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR

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