CL244: How AI Will Change Customer Experience – Interview with John DiJulius

customer experience
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:

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