In this episode we learn from John DiJulius, On How AI Will Change Customer Experience.
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By 2025, AI will power 95 percent of all customer interactions. But despite of this technological disruption my guest today argues that the most important part of a great ?customer experience is relationship building. John DiJulius is a sought-after authority on world-class customer experience, working with companies such as The Ritz-Carlton, Lexus, Starbucks, and Progressive Insurance. In his new book, The Relationship Economy: Building Stronger Customer Connections in the Digital he shows readers how to attain meaningful, lasting relationships with customers.
In this episode, we cover:
5:43 – Customer Experience vs Customer Service vs Customer Support
9:10 – Being the cheapest or the best
10:49 – Why companies are reallocating advertising and marketing dollars to customer experience
12:24 – Why micro-experiences are important for building customer loyalty
14:14 – Checklist Manifesto
14:55 – From automation to experiences
15:04 – Using AI for improving customer experience
18:52 – MSA (Mental Stimulation Addiction)
21:13 – From bored to brilliant
29:28 – Collecting people
Resources mentioned in this episode:
FORD (Family, Occupation, Recreation, Dreams)
Book: From The Ground Up by Howard Schultz
Album: Anything by The Beatles
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The post CL244: How AI Will Change Customer Experience - Interview with John DiJulius appeared first at https://www.jamestaylor.me/john-dijulius/