Consequence scanning. Data organization. Tech translation… Oh my! This week, Kerry Bodine — CX consultant to name brand fortune 500 companies, founder of Bodine & Co. and co-author of Outside In — joins us to explore the seismic shifts AI is bringing to the world of CS. Forget what you think you know about customer service; Kerry reveals why it's all about understanding customer emotions, perceptions, and the entire customer journey. We tackle the tough questions: How do we balance innovation with ethical considerations? How do we prepare our data for the AI revolution? And how do we design experiences that are both human and AI-powered? This is a must-listen for any leader navigating the uncharted territory of AI-driven customer experience. Key Moments: 00:00 Who is Kerry Bodine, Founder of Bodine & Co.?03:19 The Biggest CS Mistake06:22 Perception vs. Reality: Bridging the Expectation Gap13:07 Consequence Scanning: Your AI Framework18:00 AI Risk Assessment & Navigating Ethical Gray Areas20:00 Leadership in the Age of AI25:05 Data Readiness for AI Implementation32:36 Human-Centered Design & Confronting Your Silos37:18 Key Advice for CS Leaders –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
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