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AI vs Human Customer Service: What Works Best for Customer Experience in 2026 | Rick DeLisi | 387
Most SaaS leaders are asking the wrong question. They obsess over NPS and CSAT scores, celebrate high satisfaction ratings, and then watch customers quietly disappear. In this episode, Jeff Mains sits down with Rick DeLisi — co-founder of The Effortless Experience, creator of the Customer Effort Score (CES), and Chief Evangelist at Glia — to challenge one of the most dangerous myths in customer experience: that satisfaction equals loyalty.
Rick reveals why the real driver of customer retention isn't how happy customers feel — it's how hard they had to work to get what they needed. He…
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