Amazing Business Radio: Tom Goodmanson


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How AI Can Support Human Customer Service

The Analytic Customer Experience

How AI Can Support Human Customer Service

Shep Hyken interviews Tom Goodmanson. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service.

The Interview with Tom Goodmanson:
  • The “CX revolution” is only just beginning. The trend across industries is toward elevating the customer experience. This has become critical for organizations to focus on, as 9 in 10 businesses say they’re competing primarily on the basis of customer experience.
  • With all the recent advancements in technology, AI can provide more insights and support to the customer service world than ever before. Technology helps make contact centers smarter, faster, and better and paves the way for proactive customer service.
  • Human interaction will never be entirely eliminated or replaced by AI. However, digital technologies can help support humans—both the reps serving customers and the customers themselves—by making processes easier, more efficient, and more frictionless. Data and analytics empower agents to engage customers in a way that brings humanity back into the equation.
  • Customers’ expectations are higher than ever. These changing and growing expectations drive the biggest trends and most critical focus points for the future of CX. These focal points include hyper-personalization and fast, frictionless service.
  • Hyper-personalization happens when you are able to collect and analyze enough data to get to a very deep understanding of the individual consumer. It allows for exceptional customer care.
  • Find ways to provide your customers with fast and frictionless service. This starts by saving them time. Give your customers the ability to connect with you the way they want to, not the way you want them to.
  • The Calabrio Customer Connect (C3) conference takes place on October 13-16, 2019 in San Antonio. The conference, where Shep will be a keynote speaker, focuses on the challenges of managing growing contact centers, solutions for increasing customer and employee engagement and voice-of-the-customer innovations happening in contact centers today. Learn more at

“At the end of the day when we build all this software to run and drive, we still believe in the humanization of the contact center. We think it needs to become even more human.” – Tom Goodmanson


Tom Goodmanson is the President and CEO of Calabrio, a workforce optimization and management company. He has more than 20 years of experience leading fast-growing dynamic software and technology companies.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. What is hyper-personalization?
  2. How can I provide fast and frictionless service?
  3. What role does AI have in customer service?
  4. Will AI replace human-to-human customer service?
  5. How can I learn from my customers?

Republished with author's permission from original post.

Shep Hyken
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and expert, Shep works with companies who want to build loyal relationships with their customers and employees. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.


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