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CX Rockstar and Influencer James Dodkins Joins ACG for an LIVE AMA!

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Manage episode 373021104 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

Send us a text

Envision a reality where Artificial Intelligence (AI) commandeers your customer service. Consider AI not merely conducting routine transactions but also enhancing intricate and emotionally nuanced dialogues with your customers.

Is this a far-off dream or a prevailing reality?

We dive into this and much more in our recent "Advice from a Call Center Geek!" podcast episode with customer experience maestro and influencer, James Dodkins.

We embark on a journey through the realm of 'autonomous enterprises', where businesses are leveraging AI and automation to revolutionize customer interactions and maximize operational efficiency.

Looking ahead at the future of call centers, we discuss an interesting contradiction - the level of expertise required to substitute AI and automation could paradoxically increase the status of call center agents. There are some truly thought-provoking discussion points here.

We conclude the hour-long episode by deliberating on the role of trust in the era of AI.

This episode is a must-listen if you're contemplating the implications of AI on customer experience!

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

  continue reading

Chapters

1. AI and Automation in Customer Experience (00:00:00)

2. Automating Transactions With AI (00:12:04)

3. The Potential of AI in Banking (00:18:31)

4. Humans and AI in Customer Service+ (00:30:08)

5. Future of Call Center Agents (00:34:47)

6. Trust and the Future of Business (00:47:19)

7. Connect and Promote With CX Rockstar (00:53:54)

243 episodes

Artwork
iconShare
 
Manage episode 373021104 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

Send us a text

Envision a reality where Artificial Intelligence (AI) commandeers your customer service. Consider AI not merely conducting routine transactions but also enhancing intricate and emotionally nuanced dialogues with your customers.

Is this a far-off dream or a prevailing reality?

We dive into this and much more in our recent "Advice from a Call Center Geek!" podcast episode with customer experience maestro and influencer, James Dodkins.

We embark on a journey through the realm of 'autonomous enterprises', where businesses are leveraging AI and automation to revolutionize customer interactions and maximize operational efficiency.

Looking ahead at the future of call centers, we discuss an interesting contradiction - the level of expertise required to substitute AI and automation could paradoxically increase the status of call center agents. There are some truly thought-provoking discussion points here.

We conclude the hour-long episode by deliberating on the role of trust in the era of AI.

This episode is a must-listen if you're contemplating the implications of AI on customer experience!

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

  continue reading

Chapters

1. AI and Automation in Customer Experience (00:00:00)

2. Automating Transactions With AI (00:12:04)

3. The Potential of AI in Banking (00:18:31)

4. Humans and AI in Customer Service+ (00:30:08)

5. Future of Call Center Agents (00:34:47)

6. Trust and the Future of Business (00:47:19)

7. Connect and Promote With CX Rockstar (00:53:54)

243 episodes

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