This episode of Human Signals goes inside Pearson to explore how a global learning company is leveraging AI to personalize education and improve the customer experience. Clinical Customer Experience Manager Terrence Clark shares his insights on finding the right tools, adapting to changing needs, and keeping humans at the center of the AI equation.

Timestamps:

0:00 Introduction, role at Pearson, experience with AI in customer service.

1:13 AI-powered personalized learning, the role of data.

4:04 Adapting AI to post-pandemic learning needs, shifting trends.

7:10 Choosing and implementing AI solutions, customer feedback, continuous improvement.

12:15 AI as augmentation, not replacement. The need for human interaction, finding vendors with diverse offerings.

17:43 Challenges of global AI implementation: language, time zones, regulations.

22:20 Pearson's approach to AI: testing, quality assurance, human-centered design.

27:55 The future of AI: data-driven decisions, human adaptation.

32:15 Personal advice on using AI effectively.

In this episode, we sit down with Shep Hyken, a leading authority on customer service and experience, to cut through the AI hype and get to the heart of what's really happening in the world of contact centers.

Shep, a New York Times best-selling author and Hall of Fame speaker, shares his decades of experience working with companies of all sizes, from Disney to FedEx, to help them build a customer-centric culture.

We dive into the critical questions surrounding AI's impact on customer service, including:

• The real-world challenges of AI implementation: Shep reveals why inconsistency in AI solutions is a major hurdle for companies, and how the industry can overcome this obstacle to create truly amazing customer experiences.

• AI and the human touch: Shep explains the delicate balance of empowering customers with self-service tools while ensuring they have access to human support when needed.

• The future of contact centers and the impact on jobs: Shep debunks the fear that AI will replace all human workers. He provides a nuanced perspective on how AI is transforming roles within the industry and the importance of adapting to new opportunities.

• The crucial need for ethical frameworks and legal guidelines: Shep tackles the ethical implications of AI, emphasizing the need for regulations to ensure responsible use and prevent unintended consequences.

  
  

• Join us for an insightful conversation with Shep Hyken, a true expert on all things customer experience, as he sheds light on the exciting possibilities and critical questions surrounding the future of AI in business.

  
  

  Timestamps:

  1:25: Shep's Journey in Customer Service

  2:57: The Rise of AI in Customer Service

  4:03: Avoiding the Pitfalls of AI

  7:52: Customer Education & Achieving Consistency

  9:58: AI Adoption and its Impact on Jobs

  12:58: Customer Preferences and AI's Role

  15:54: Building a Better Future with AI

  17:30: Balancing Cost and Customer Satisfaction

  18:57: Customer-Centric AI Implementation

  21:52: The Importance of AI Oversight

  24:50: AI is Here to Stay, but It Needs Human Guidance

  27:57: The Humor of AI's Growing Pains

Jason Frame, Chief Information Officer of the Southern Nevada Health District, joins Human Signals to discuss his unique perspective on AI in the public sector. He shares his experience navigating the tech landscape during the COVID-19 pandemic, the importance of aligning AI solutions with real-world pain points, and his vision for a future where technology enhances both customer and employee experiences.

Episode timestamps:

• (0:00) Introduction & The COVID-19 Rollercoaster: Jason describes the Southern Nevada Health District's role and the challenges they faced during the pandemic, from contact tracing to testing and vaccine distribution.

• (2:00) The AI Hype Cycle & Public Sector Realities: He delves into the gap between the excitement around AI and its practical implementation, highlighting the need for regulation, addressing fear-mongering, and prioritizing customer and employee experiences.

• (6:00) Finding the Right Use Cases & ROI: Jason shares real-world examples of AI automation in his organization, including lab testing data entry and outbreak call center optimization. He emphasizes the need for tangible ROI to justify AI adoption.

• (10:00) Addressing the Digital Divide & Serving Marginalized Communities: He discusses the ethical considerations of AI, particularly in the context of public health, and the need to address the digital divide to ensure equitable access to technology and services.

• (15:00) AI for the Back Office & Employee Experience: Jason explores the potential of AI to improve internal processes, such as billing and policy management, and enhance employee experience through streamlined workflows and automated support systems.

• (20:00) A Call for Collaboration & Focusing on Experience: He calls for greater collaboration between the tech sector and end users, urging a shift from talking tech to prioritizing the customer and employee experience. Jason concludes with a memorable anecdote about the rapid evolution of AI and the need for careful implementation.

Tune in to gain valuable insights from a seasoned IT leader who's bridging the gap between AI hype and reality in public health.