We’re excited to announce a new podcast series on our AI podcast network! The series is called Explain This Book To Me and it is hosted by Josh Lipstone. In this inaugural episode, Josh talks with Jason Cass, author of the book, Customer Service Is Just Foreplay: The Modern Customer Experience Will Separate You From Your Competition. It’s been 5 years since the launch of the book and they are going to explore what Jason got right, what Jason got wrong, and the new journey that Josh and Jason will be on together. Episode Highlights: Does Jason use Mac or PC? (2:10) What has writing this book meant to Jason both personally and professionally? (7:33) Why did Jason write his book? (9:29) Jason says that the word he likes to use recently is the transformation. (17:36) What was Jason’s view in 2015, and his view for 2020? (22:05) Jason explains that more people and more companies are going to fail because of their own egos and problems, rather than the outside forces that would make a big business collapse. (26:37) Jason says that there are businesses that are leading the way, but they’re using bots and screen scraping. (27:01) Jason explains why customer experience is vital and important. (29:01) Jason explains why the customers who keep on trying to classify data are going to have problems. (29:23) Jason says that any company that deals with data is the future. (32:26) Is there any company that Jason sees as a competitor with better tools? A tool that they should mimic and offer as part of their modern customer service? (34:29) Jason says that the way that we collect information has to change. (35:34) What does a VA do that Jason can think that some agencies are using their VAs for that could end up hurting themselves? (46:27) Jason thinks that VA’s work will change where it’s going to come into. (50:04) What does Jason think that Neon and B Atomic can do to help insurance agents? (57:14) Jason shares why he hates having a company contest. (59:04) Jason talks about the buyouts of aggregators and why it needs to be exposed. (1:04:24) Does Jason think that insurance companies should stop paying commissions? (1:10:24) Who are Jason’s mentors? (1:13:35) Key Quotes: “We will be paid based on how good of business people we are.” – Jason Cass “Artificial Intelligence will not replace insurance agents, but insurance agents that use artificial intelligence will replace those that do not” – Jason Cass “Listen to how these people are talking. They’re not wanting to see the future” – Jason Cass Resources Mentioned : Agency Intelligence Reach out to Jason Cass Reach out to

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“What did the council decide on item 42?” — answered with the speaker and the moment.

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