Episode
Elevating Effortless Customer Experiences Featuring Jen Grant
- Podcast
- Amazing Business Radio
- Published
- Apr 28, 2026
- Duration seconds
- 1397
- Processing state
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- https://traffic.megaphone.fm/CSN1258063615.mp3
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Summary
Where Empathy Meets Artificial Intelligence in Customer Service Shep interviews Jen Grant, Chief Marketing Officer at Quiq. She talks about how intentionally designed AI, combined with human empathy, can create effortless, personalized experiences at scale that customers embrace. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses prevent AI from making customer service mistakes? How can personalization through technology enhance customer loyalty? Why is an effortless customer experience crucial for building loyalty? How can technology help anticipate customer needs? How has customer willingness to interact with AI changed over time? Top Takeaways: Artificial intelligence is a powerful tool for improving the customer and employee experience when it is designed with intention. Just as human agents need training, AI tools need enterprise controls, verification checks, and simulations to make sure they provide the right information and respond appropriately to customer needs. More customers now consider interactions with AI to be part of the norm. But some are still hesitant to embrace it because of past frustrations with outdated systems, like confusing phone trees or long waits in loops they associate with all types of technology. When interactions with technology, such as AI tools, create effortless experiences, customers are more willing to use them. Companies need to educate customers on how to use their technology and self-service solutions to improve their experiences. Make it easy for customers to do business with you. This applies to every part of the customer's journey, not just technology. Customers want answers and help fast. Give it to them with as little effort as possible. Human empathy remains…