# AI’s Role in Customer Service Transformation Featuring Megan Glasow

Page: https://stenobird.com/podcast/amazing-business-radio-46506/ai-s-role-in-customer-service-transformation-featuring-megan-glasow
Text version: https://stenobird.com/podcast/amazing-business-radio-46506/ai-s-role-in-customer-service-transformation-featuring-megan-glasow.md
Podcast: [Amazing Business Radio](https://stenobird.com/podcast/amazing-business-radio-46506)
Published: 2026-03-03T10:00:00+00:00
Episode link: https://traffic.megaphone.fm/CSN5243830139.mp3
Audio file: https://traffic.megaphone.fm/CSN5243830139.mp3
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JSON: https://stenobird.com/v1/public/podcasts/amazing-business-radio-46506/episodes/ai-s-role-in-customer-service-transformation-featuring-megan-glasow
Duration seconds: 1452

## Resource

How the Customer Journey Evolves with AI Integration Shep interviews Megan Glasow, Vice President of Salesforce at Perficient. She talks about how companies can use AI to enhance the customer experience by blending technology with human touch, updating outdated processes, and measuring value. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role does AI play in transforming modern customer service processes? How can companies effectively balance automation and human interaction? What are the risks of automating outdated or inefficient business processes? Why is a proactive approach important in delivering excellent customer experiences? How can organizations measure the value of new customer experience technologies? Top Takeaways: Don't automate what Glasow calls “crap processes.” Before layering in AI and other digital tools, organizations must simplify and improve their existing processes. If a workflow is confusing or inefficient to handle manually, automating it will only spread the frustration to employees and customers more quickly. Transformation is not just about buying new technology. It means sitting down with your customers to understand where they are and where they want to be. It is partnering with your customers to create the vision, the process, and the outcomes together. Frontline employees are frequently blamed for poor service. But the real issue is often the outdated infrastructure and processes behind them. In adopting an AI-first strategy, look across the organization and identify where intelligence, automation, and augmentation can improve efficiency, and customer interactions. Successful companies are not replacing people with AI. They are combining smart, AI-powered systems with capable, empat…

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