AI's Impact on Customer Experience

Summary In this episode of the AI for Sales podcast, host Chad Burmeister speaks with John Rood, founder of Proceptual, about the critical importance of AI governance in organizations. They discuss the challenges posed by shadow AI, the ethical considerations in AI governance, and share success stories of implementing governance frameworks. The conversation also touches on misconceptions about AI implementation, the balance between automation and human touch, and the skills needed for future AI governance professionals. Takeaways AI governance is essential for organizations to avoid significant risks. Shadow AI is a growing concern as employees use unregulated AI tools. Implementing governance frameworks can enhance customer trust and compliance. Ethics in AI includes bias prevention, transparency, and explainability. Many organizations struggle with AI implementation due to lack of strategy. Automation should complement human efforts, not replace them. Future AI governance will require professionals who understand workflows. Large organizations tend to have better governance practices than smaller ones. NIST and ISO frameworks provide valuable guidelines for AI governance. Continuous training and awareness are crucial for effective AI governance. Chapters 00:00 Introduction to AI Governance 02:16 The Importance of AI Governance in Customer Experience 05:34 Challenges of AI Governance in Organizations 07:47 Success Stories in AI Governance Implementation 09:55 Ethics in AI Governance 13:31 Misconceptions About AI Implementation 16:57 Balancing Automation with Human Touch 21:35 Future Skills for AI Governance Professionals 23:13 Ecosystem of AI Governance Technologies 25:21 Advice for Aspiring AI Governance Experts The AI for Sales Podcast is brought to you by BDR.ai, Nooks.ai, and ZoomInfo—the go-to-market intelligence platform that accelerates revenue growth. Skip the forms and website hunting—Chad will connect you directly with the right person at any of these companies. 👉 Visit www.SDR.ai/intro to unlock your direct line.