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258: When Service Innovation Makes Customer Experience Worse
Why AI, automation, and self-service only improve customer experience when they reduce effort without removing humanity.
Summary
n this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius challenge one of the biggest assumptions in business today: that modernizing service delivery automatically improves the customer experience.
Companies are investing heavily in AI, automation, chatbots, self-service tools, and digital-first platforms. But customers are still frustrated, stuck in loops, repeating themselves, and fighting to reach a real person. The problem is…
The skinny
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