Aflevering #6 - Ai Within Customer Service With Phil Jordan

In this episode of CX Unwrapped, host Maaike speaks with Phil Jordan, an automation specialist, about the integration of AI in customer experience, particularly focusing on the self-service model at HomeServe. They discuss the importance of data in AI implementation, balancing efficiency with customer satisfaction, and the perspectives of agents during automation. Phil shares insights on project management, success factors in AI projects, and the future of AI in customer service, emphasizing the need for cultural shifts in contact centers and practical advice for organizations looking to implement AI solutions. HomeServe case: https://bit.ly/4halIxa Sabio: https://bit.ly/4eNxko0 Chapters 00:00 - Introduction to AI and automation in Customer Service 05:41 - Building a business case for AI implementation 07:52 - Balancing efficiency and customer experience 11:06 - Agent perspectives on automation 13:24 - Project Management and team dynamics 16:10 - Future predictions for AI in customer service 20:04 - Cultural shifts in the contact center industry 21:51 - Final advice and key takeaways.