Episode 175: Rick DeLisi on AI and Customer Service

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With so much talk around it, it was about time we dedicated a whole episode to AI – and boy, have we got a power-packed one for you! Meet Rick DeLisi who is leading AI adoption in an industry that almost everyone one of us has had a direct experience with – customer service. Rick is Lead Research Analyst at Glia, co-author of the bestselling business book The Effortless Experience and a multi-time contributor to the Harvard Business Review with more than 20 years of experience in the customer experience industry.

This conversation underscores Rick’s data-backed approach to understanding the gap between what leaders expect from AI and what actually happens in customer experience. Many organizations are wrestling with how to make AI a genuine advantage without falling into costly traps, and Rick’s grounded research has spurred meaningful conversations at several leading companies. Hit play to get the lowdown!

[4:29s] Evolution of customer service

[10:13s] Growth of automation in customer service

[19:02s] AI in customer service

[28:27s] Organizations who are doing it well: ‘AI for all’

[39:24s] Future drivers for AI adoption the ‘right way’

[47:14s] Future of the customer service industry

[51:06s] RWL: Read Rick’s book ‘The Effortless Experience’

Visit Glia at https://www.glia.com/ for more resources to help you elevate your customer service with the right adoption of AI.

Connect with Rick on LinkedIn

Connect with Vinay on X and LinkedIn

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