About this episode

The episode features a conversation with Rick DeLisi about redefining customer loyalty through human connection and the role of AI in customer service.

Summary: I'm kicking off 2026 with a conversation with Rick DeLisi, a thought leader in customer service and AI. Rick co-authored "Digital Customer Service: Transforming Customer Experience for An On-Screen World and is a leading researcher on providing world class customer experiences. If you have ever had to contact any company for a customer service issue - you know what it feels like to get poor customer service versus good customer service. The problem is that most if not all of those companies you've worked with will call themselves "customer centric". This conversation explores what it means to sell customer service through the lens of being human. We explore the evolving landscape of customer interactions, emphasizing the importance of human connection, the psychology behind customer loyalty, and the role of AI in creating effortless experiences. Rick shares insights from his research, highlighting the need for companies to understand their customers' emotions and the significance of reducing effort in service interactions. We also delve into the balance between efficiency and empathy, the future of customer service, and practical examples of how companies can enhance…

People in this episode

Host: Alex Smith

Guest: Rick DeLisi

Topics covered

• customer service
• customer loyalty
• AI in customer experience
• human connection
• effortless experiences

Keywords

• customer service
• customer loyalty
• AI
• human connection
• effortless experiences
• psychology
• customer experience

Mentioned in this episode

Organizations: Glia

Books & works: Digital Customer Service: Transforming Customer Experience for An On-Screen World

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