Episode
Human-Led Customer Experience in the Age of AI Featuring Jenni Hawkins
- Podcast
- Amazing Business Radio
- Published
- Apr 14, 2026
- Duration seconds
- 1447
- Processing state
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- https://traffic.megaphone.fm/CSN1051334265.mp3
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Summary
A People-First, Tech-Enhanced Approach to Customer Care Shep interviews Jenni Hawkins, Vice President of Customer Care for Gas South. She discusses human-led customer service, employee engagement, and community involvement to deliver exceptional customer experiences. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can balancing technology and personal interaction improve customer loyalty? How does a strong internal culture impact the overall customer experience? Why is it important to offer customers a choice between AI tools and human interaction? How can handwritten notes or personalized follow-ups boost brand loyalty? How are emerging technologies like AI used to support, not replace, employees? Top Takeaways: Human-led customer service creates stronger connections with customers. Even as AI and technology advance, many customers still want the option to speak to a real person, especially for sensitive or complex issues. While investing in AI enhances the customer experience, providing easy access to human support helps build trust, resolve issues efficiently, and build customer loyalty. While many companies are turning to AI and self-service channels to cut costs, the most effective approach is to use technology to assist, not replace, customer support teams. AI tools and chatbots can handle routine inquiries and streamline processes, allowing agents to focus on building relationships, offering empathy, and solving complex problems. When it’s possible, employing customer care staff within the same communities they serve provides a significant advantage to both the company and its customers. Local teams have firsthand knowledge of regional regulations, weather patterns, and community-specific concerns. They can re…