In this insightful episode of "Dialed In," host Gadi Shamia welcomes Shep Hyken, a renowned customer service expert, to discuss the transformative role of generative AI in multi-channel customer experience (CX) strategies. Together, they explore how AI is reshaping customer service, enhancing efficiency, and driving better outcomes for both customers and businesses.

Shep shares his journey from a young magician to a leading voice in customer service, highlighting the timeless principles of customer experience that still apply today. The conversation delves into the persistence of phone communication as a preferred channel, the evolving expectations of customers, and the pivotal role AI plays in meeting these demands.

Listeners will gain valuable insights into:

- The surprising resilience of phone-based customer service.
- How generative AI is revolutionizing lower-level and complex customer interactions.
- The future of customer service agents and the skills they will need.
- The concept of digital affinity and its impact on customer service preferences.
- Real-world examples of AI-driven customer service improvements.

Tune in to discover why AI is not just a buzzword but a game-changer in the world of customer service and learn how leading companies are leveraging technology to create seamless, intuitive, and highly satisfying customer experiences.

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