Most companies are doing AI customer service wrong. They’re just replacing humans with chatbots and wondering why customers hate it.

Nathan Strum, CEO of Abby Connect, has a different approach: let AI and humans do what they’re each good at.

AI handles repetitive tasks—answering common questions, collecting information, and routing calls. Humans handle complex problems and frustrated customers. The game-changer? Their AI detects when callers become frustrated and automatically transfers them to a live agent.

No more pressing 5 for an agent. No more AI loops that make you want to scream.

The lesson? Don’t just swap humans for AI. Redesign your entire customer experience around what each does best. And always—always—tell customers when they’re talking to AI.

Transparency wins.

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Building Customer-Focused Tech Companies

In this episode, Nathan Winegardner, CXO of Upstart 13, discusses creating customer-centric cultures, leveraging AI, and navigating digital transformation. He emphasizes the importance of strong company values, hiring for cultural fit, and maintaining open communication with clients. Nathan also shares insights into the vibrant tech talent in Latin America and offers tips for scaling remote teams while preserving culture. Tune in for actionable strategies to thrive in a tech-driven business world.

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In this episode of the Expert Insight Interview, host John Golden speaks with Frank Favaro about the importance of customer experience (CX) for profitability. They explore why businesses struggle with profitability, emphasizing that differentiating through customer experience can create a unique selling advantage. Frank discusses the need for consistency at every customer touchpoint and the role of empathy in building trust and loyalty. They highlight that customer problems are opportunities for learning and improvement and that every interaction should add value and foster relationships. Frank also shares his work on helping companies improve their customer experience to maximize profitability and create loyal customers.

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In this podcast episode, John Golden interviews Mark Phillips about the critical role of relationships in sales and recruiting. They emphasize that complex sales hinge on solid relationships, not just transactional interactions. They discuss the evolution of sales methodologies and the importance of trust and problem-solving in building long-term partnerships. The conversation also covers the challenges of virtual workforces and AI, underscoring the need for authenticity and sincere connections in a digital business landscape. Mark advocates investing in relationships to navigate the changes brought by technology and virtual environments successfully.

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In this podcast episode, host John Golden interviews Oliver Sweet, a business anthropologist based in London. Oliver explains the role of a business anthropologist in understanding and influencing consumer behavior through the study of culture. He discusses the importance of immersing oneself in different cultures and subcultures to gain insights into people’s motivations and behaviors. Oliver also explores how the shift to remote work and the decline of commuting have impacted brands and companies. He emphasizes the need for brands to redefine themselves, find authenticity, and create emotional connections with consumers. Oliver invites listeners to learn more about his expertise and Ipsos, the global research agency he works for.

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When it comes to sales, it is all about understanding the customer. In this Expert Insight Interview, we welcome Gen Furukawa, Co-Founder of Prehook, a quiz platform for Shopify brands that helps merchants capture leads.

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Every company wants to be user-centric, but creating a high-quality user experience is challenging for many. In this Expert Insight Interview, we welcome Satyam Kantamneni, the founder of UXReactor.

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You have to earn the right to connect with a prospect before you start pitching. In this Expert Insight Interview, we welcome Nik Eberl, co-founder and Chief Innovation Officer at The DealMaker System.

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