Join Karla Jo Helms on the
Disruption InterruptionTM podcast as she sits down with Siddhartha
Sharad, a customer experience expert, to delve into the
transformative impact of digital transformation and artificial
intelligence (AI) on customer service. They discuss shifting from
traditional customer service models to AI-enabled strategies,
emphasizing the strategic balance between experimentation, employee
engagement, and scalable AI implementation.
TAMPA
BAY, Fla., July 1, 2024 /PRNewswire-PRWeb/ -- In
transformed organizations, research estimates AI could add up to
$1 trillion in annual value, with
revamped customer service as a major contributor. This
transformation is driven by increased customer acceptance of
machine-led interactions, the growing accessibility of related
technologies, and an enhanced understanding of customer behaviors
through expanding data pools. (1) Karla Jo
Helms (KJ), host of the Disruption Interruption podcast,
sits down with Siddhartha Sharad, a trailblazer in the field of
customer service advisory and a distinguished leader in business
transformation, to analyze the profound impact of digital
transformation and AI on customer service. They explore how these
technologies are unlocking untapped potential and driving
unprecedented value. "For me, disruptive innovation is about
continuous improvement and driving value for both the business and
its customers. The fundamental principle behind this is to keep it
simple, identify the problem first, and then focus on
execution."
Generative AI Revolutionizes Customer Service
Customer service has long been a critical aspect of business
operations, traditionally focused on scale, efficiency, and
delivering stellar customer experiences. However, the landscape is
changing rapidly with the advent of AI. "The traditional model of
customer service involved scaling capabilities by adding more
people. But today, finding skilled labor is increasingly difficult,
and there are inflationary pressures," Sharad explains. "Now it's
about solving problems with technology and data capabilities to
position organizations for long-term success."
"For me, disruptive innovation is about
continuous improvement and driving value for both the business and
its customers," Siddhartha Sharad states. "The fundamental
principle behind this is to keep it simple, identify the problem
first, and then focus on execution."
Generative AI is set to revolutionize customer service by
creating a mix of human, automated, augmented, and new high-value
tasks. This technology enables companies to provide proactive,
personalized service, enhancing customer engagement and reducing
costs while requiring human oversight to ensure accuracy and
ethical behavior. As generative AI evolves alongside its adoption,
it will continuously disrupt industries, offering unprecedented
opportunities for innovation and problem-solving, thus empowering
companies to gain a competitive edge. (2)
Sharad notes that approximately 30-40% of customer interactions
are complex and require a human touch, but the majority are
repetitive and transactional, making them ideal for automation
through AI.
Transforming Customer Service with AI
Sharad shares how implementing AI in customer service faces
challenges, particularly in shifting the perception from a cost
center to a value center. He discusses how organizations must move
beyond pilot projects to achieve real progress, leveraging AI to
enhance productivity, revenue growth, and customer experiences.
Success in AI adoption requires effective communication, employee
engagement, high-quality data, skilled talent, and sufficient
resources, with significant advancements expected to automate up to
70% of customer service interactions in the near future.
Links:
Disrupting the $100B+ US Customer Service Industry Using AI, with
Siddhartha Sharad
https://omny.fm/shows/disruption-interruption/disrupting-the-100b-us-customer-service-industry-u?in_playlist=podcast
LinkedIn: https://www.linkedin.com/in/sidsharad/
Company Website: https://www.westmonroe.com/
Disruption Interruption is the podcast where you will hear from
today's biggest Industry Disruptors. Learn what motivated them to
bring about innovation and how they overcame opposition to
adoption.
Disruption Interruption can be listened to in Apple's
App Store and Spotify.
About Disruption InterruptionTM
Disruption is happening on an unprecedented scale, impacting all
manner of industries— MedTech, Finance, IT, eCommerce, shipping,
logistics, and more—and COVID has moved their timelines up a full
decade or more. But WHO are these disruptors and when did they say,
"THAT'S IT! I'VE HAD IT!"? Time to Disrupt and Interrupt with host
Karla Jo "KJ" Helms, veteran communications disruptor. KJ
interviews badasses who are disrupting their industries and
altering economic networks that have become antiquated with an
establishment resistant to progress. She delves into uncovering
secrets from industry rebels and quiet revolutionaries that uncover
common traits—and not-so-common—that are changing our economic
markets… and lives. Visit the world's key pioneers that persist to
success, despite arrows in their backs at
http://www.disruption-interruption.com.
About Siddhartha Sharad
Siddhartha Sharad is a Customer Experience Expert who helps
enterprises realize business value through technology automation
and artificial intelligence. Siddhartha has built a strong
reputation as a strategic client advisor, a true "problem solver"
and a business leader with proven experience in fostering
innovation-led growth.
Siddhartha's recipe for success is simple: strike the right
balance of problem-solving intelligence (IQ), emotional awareness
(EQ), and execution focus (XQ). He's honed that formula through
hands-on experience running complex transformation projects and
managing business P&Ls.
He successfully executed the turnaround of a Pharma & Life
Sciences solutions business within 15 months by updating the
customer service technology platform, revitalizing the workforce to
deliver a better patient experience, and instilling a culture of
innovation and change. Results achieved - $8
million in annual savings, 500% growth in the pipeline and a
10-point increase in client Net Promoter Scores.
He holds a Bachelor in Electrical Engineering from the
Indian Institute of Technology,
Mumbai and a Master in Business
Administration from the Indian Institute of Management,
Kolkata.
About Karla Jo Helms
Karla Jo Helms is the Chief
Evangelist and Anti-PR® Strategist for JOTO PR Disruptors™.
Karla Jo learned firsthand how
unforgiving business can be when millions of dollars are on the
line — and how the control of public opinion often determines
whether one company is happily chosen, or another is brutally
rejected. Being an alumnus of crisis management, Karla Jo has worked with litigation attorneys,
private investigators, and the media to help restore companies of
goodwill into the good graces of public opinion — Karla Jo operates on the ethic of getting it
right the first time, not relying on second chances and doing what
it takes to excel. Helms speaks globally on public relations, how
the PR industry itself has lost its way, and how, in the right
hands, corporations can harness the power of Anti-PR to drive
markets and impact market perception.
References
1. Das, Avinash Chandra, et al. "The
next Frontier of Customer Engagement: Ai-Enabled Customer Service."
McKinsey & Company, McKinsey & Company, 27 Mar. 2023,
2. Daugherty , Paul, et al. "Generative AI Will Enhance - Not Erase
- Customer Service Jobs." Harvard Business Review, 3 Apr. 2023,
hbr.org/2023/03/generative-ai-will-enhance-not-erase-customer-service-jobs.
Media Inquiries:
Karla Jo Helms
JOTO PR™
727-777-4619
jotopr.com
Media Contact
Karla Jo Helms, JOTO PR™,
727-777-4629, khelms@jotopr.com, jotopr.com
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SOURCE Disruption Interruption