Show notes
Customer service leaders are under increasing pressure to use AI and automate more of the customer experience.But how do you know what should be automated—and what should stay human?It turns out, automation for automation’s sake isn’t your goal. Creating a better customer experience is.In this episode, I sit down with customer service expert, trainer, and author Jeff Toister to discuss his latest book, Human Service: The Skills AI Can't Replace.We explore where AI can improve the customer experience, where it often falls short, and why the organizations that win won't be the ones that automate everything—they'll be the ones that know when human service matters most.What You'll LearnWhy customers don't mind AI when it works—but hate it when it doesn'tJeff's simple framework for deciding what should and shouldn't be automatedThe three human service skills AI can't replaceWhy connection still matters in a world filled with automationHow understanding a customer's true needs leads to better outcomesThe critical role advocacy plays in creating better customer experiencesWhat Chick-fil-A gets right about balancing technology and hospitalityHow AI can amplify both great and terrible customer experiencesThe iceberg exercise that helps uncover hidden customer experience problemsChapters00:00 Introduction to Human-Centric AI05:07 Customers' Biggest Frustrations with AI09:03 How to Decide What to Automate vs Humanize12:55 The Value of Genuine Human Interaction20:47 How Chick-fil-A Excels by Prioritizing Human Service24:03 In-N-Out Burger Prioritizes Quality Over Automation27:52 Drawbacks to Relying Solely on AI32:25 How to Use AI to be More Proactive in Customer Service35:04 The Iceberg Approach to Finding Hidden Issues in Customer Experience37:00 One Change to Make to Instill Human Service Into Your CXAbout Jeff ToisterJeff Toister is a customer service consultant, trainer, speaker, and bestselling author who helps organizations build stronger customer-focused cultures. He is the author of multiple customer service books, including Human Service: The Skills AI Can't Replace, and has worked with organizations ranging from Fortune 500 companies to small businesses and government agencies. Connect with Jeff ToisterJeff’s Website Jeff’s Book - Human Service Book Jeff on LinkedIn Jeff’s Customer Service Tip of the Week Connect with Matt LylesCheck Matt's speaking availability Subscribe on YouTube here Matt on LinkedIn Matt on Instagram SIMPLE brand newsletter
