AI in the Contact Center: What's Real, What's Hype, What's Next? with Rick DeLisi

This episode explores how AI is transforming contact centers, balancing cost savings with better customer and employee experiences. Rick DeLisi shares new research, practical examples, and actionable strategies for leaders looking to unlock AI's full value in customer service. Essential insights for anyone in CX or digital transformation.

About the guest

Rick DeLisi is an author and presenter working to help companies achieve greater customer loyalty while ALSO reducing the cost of their Service operations. Titles include "The Effortless Experience" and our newest book "Digital Customer Service: Transforming Customer Experience for an On-Screen World" (published by Wiley). Relevant links

https://www.digitalcustomerservicebook.com,

https://www.linkedin.com/in/rick-delisi-1122257/

Key Take-Aways

• AI balances cost and experience: AI now enables companies to save costs while improving customer and employee experiences.
• Support frontline with AI tools: Equipping agents with AI-driven knowledge and suggestions makes their jobs easier and more effective.
• Personalize by issue, not person: Match the right interaction—AI or human—to the customer's specific need at that moment.

Chapters

0:00 - Intro

0:35 - Career Highlights: Eliminating High Effort Customer Service

1:39 - Current Mission: Enhancing Banking Interactions with AI

2:42 - Unlocking AI Value: Beyond Cost Control

3:49 - Six AI Strategies for Contact Centers

10:09 - Automating Customer Interactions for Efficiency

17:25 - Empowering Contact Center Managers with AI Insights

21:11 - Matching AI and Human Interactions

22:53 - Use Cases: Achieving High Customer Satisfaction with AI

26:50 - The Future of Customer Service: A Celebration of Change

28:56 - Closing Thoughts and Audience Engagement

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About the host:

Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/