Ep 175: Rick DeLisi on AI and Customer Service

Send us Fan Mail With so much talk around it, it was about time we dedicated a whole episode to AI – and boy, have we got a power-packed one for you! Meet Rick DeLisi who is leading AI adoption in an industry that almost everyone one of us has had a direct experience with – customer service. Rick is Lead Research Analyst at Glia , co-author of the bestselling business book The Effortless Experience and a multi-time contributor to the Harvard Business Review with more than 20 years of experience in the customer experience industry. This conversation underscores Rick’s data-backed approach to understanding the gap between what leaders expect from AI and what actually happens in customer experience. Many organizations are wrestling with how to make AI a genuine advantage without falling into costly traps, and Rick’s grounded research has spurred meaningful conversations at several leading companies. Hit play to get the lowdown! [4:29s] Evolution of customer service [10:13s] Growth of automation in customer service [19:02s] AI in customer service [28:27s] Organizations who are doing it well: ‘AI for all’ [39:24s] Future drivers for AI adoption the ‘right way’ [47:14s] Future of the customer service industry [51:06s] RWL: Read Rick’s book ‘The Effortless Experience’ Visit Glia at for more resources to help you elevate your customer service with the right adoption of AI. Connect with Rick on LinkedIn Connect with Vinay on X and LinkedIn What did you think about this episode? What would you like to hear more about? Or simply, write in and say hello! podcast@c2cod.com

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Ep 175: Rick DeLisi on AI and Customer Service is an episode from SHINY HAPPY PEOPLE with Vinay Kumar by Vinay Kumar.

This episode is 56:58 long.

This episode was published on Dec 4, 2025.

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