The AI Playbook for CX Strategy— BCG's Nick Clark on How AI Is Solving Customer Experience скачать в хорошем качестве

The AI Playbook for CX Strategy— BCG's Nick Clark on How AI Is Solving Customer Experience

In this episode of Advising the Advisors: AI in Consulting Unlocked, host Bolu Ben-Adeola sits down with Nick Clark, Partner at BCG, to explore the evolving landscape of AI-powered customer experience. Join them as they: • Explore how AI is reshaping the traditional cost-center perception of customer service into a strategic value driver • Examine the evolution of T-shaped" service roles, where AI enables agents to be both generalists and specialists • Discuss three emerging roles in AI-powered customer service • Delve into the 10-20-70 framework for AI implementation • Highlight the Jevons paradox in customer service. Nick is a leader in customer service strategy and transformation, bringing over two decades of experience in revolutionizing customer experience operations. With a unique background that spans from frontline call center operations to transformation director at TalkTalk during its explosive growth phase, Nick has helped over 80 organizations reimagine their customer service models through AI integration, agile methodologies, and digital innovation. YouTube Chapters: [00:00] Intro [02:14] Meet Nick Clark [03:13] Rethinking Customer Service KPIs [08:25] The Rise of T-Shaped Employees in AI-Powered CX [12:45] The Three New Roles AI Is Creating in CX Teams [22:47] Why the Best AI Leaders Pick One Use Case and Go Deep [27:51] BCG’s 10-20-70 Rule [40:07] What CX Will Look Like in 2030 [47:00] What Working in a Call Center Taught Nick About Business Strategy [55:18] AI in Consulting [59:18] How AI is Changing Consulting at BCG [01:07:50] The Jevons Paradox Episode Resources: Nick Clark on LinkedIn:   / nicholasclark81   Boston Consulting Group (BCG) Website: https://www.bcg.com Kenley LinkedIn:   / kenley   Kenley website: https://www.kenley.ai For the audio version of the podcast, listen here: 👉Apple: https://tinyurl.com/2ub4naee 👉 Spotify: https://tinyurl.com/3enn4v4w #AdvisingTheAdvisors #AIConsulting #CustomerServiceAIImplementation