Consequence scanning. Data organization. Tech translation… Oh my! This week, Kerry Bodine — CX consultant to name brand fortune 500 companies, founder of Bodine & Co. and co-author of Outside In — joins us to explore the seismic shifts AI is bringing to the world of CS. Forget what you think you know about customer service; Kerry reveals why it's all about understanding customer emotions, perceptions, and the entire customer journey. We tackle the tough questions: How do we balance innovation with ethical considerations? How do we prepare our data for the AI revolution? And how do we design experiences that are both human and AI-powered? This is a must-listen for any leader navigating the uncharted territory of AI-driven customer experience.  <h3>Key Moments:  </h3><ul><li>00:00 Who is Kerry Bodine, Founder of Bodine & Co.?</li><li>03:19 The Biggest CS Mistake</li><li>06:22 Perception vs. Reality: Bridging the Expectation Gap</li><li>13:07 Consequence Scanning: Your AI Framework</li><li>18:00 AI Risk Assessment & Navigating Ethical Gray Areas</li><li>20:00 Leadership in the Age of AI</li><li>25:05 Data Readiness for AI Implementation</li><li>32:36 Human-Centered Design & Confronting Your Silos</li><li>37:18 Key Advice for CS Leaders </li></ul>
–Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit <a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce">salesforce.com/agentforce</a>&nbsp;Mission.org is a media studio producing content alongside world-class clients.&nbsp;Learn more at <a href="https://mission.org/">mission.org</a>

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