Customer Success Playbook Podcast S3 E72 - Adrian Swinscoe - Enhancing Customer Experience with AI

Send us a text

Dive into the rapidly evolving world of AI with Adrian Swinscoe as we wrap up our three-part series on how to keep AI from becoming just another buzzword. This episode unpacks the flood of AI tools hitting the market, the challenge of maintaining a human touch in customer experience, and strategies to avoid the dreaded “tech for tech’s sake” trap. Adrian shares a fresh perspective on leveraging AI for operational efficiency—not by cutting costs but by unlocking capacity to deepen customer relationships. We also touch on often-overlooked ethical considerations, from AI’s environmental impact to the human labor hidden behind the scenes.In this episode of the customer success playbook, Adrian Swinscoe expertly navigates the AI hype cycle, reminding us that technology should never lead the charge without a clear strategy rooted in customer experience goals. Adrian advocates flipping the traditional tech-first approach on its head—start with the experience you want to create, then work backward to the data and technology needed. This disciplined mindset steers organizations away from buying shiny tools with no purpose and towards a deliberate, ROI-driven deployment of AI.What stands out is Adrian’s practical example of a forward-thinking e-commerce company that uses AI automation to free their agents from mundane inquiries. Instead of using this newfound efficiency to reduce headcount, they activate new channels to deepen direct customer interactions. This mindset flips the usual script focused on cost-cutting, proving that AI can be a genuine enabler of enriched customer success rather than a simple productivity hack.The episode also ventures into the less glamorous but crucial topics rarely discussed: the hefty energy consumption demanded by AI’s generative models and the ethical conundrum surrounding low-paid labor involved in data annotation. These insights serve as an important reminder that innovation must marry responsibility, aligning with broader business values and the global climate imperative.For customer success leaders, the takeaways are clear: educating teams on the art of the possible with AI, defining an experience-first strategy, and thoughtfully measuring impact are essential steps to harness AI’s power effectively. Above all, there’s a call to maintain the human element—after all, let’s not trade genuine connection for robotic efficiency. Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybook

Please Like, Comment, Share and Subscribe.

You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

You can find Roman at:
Roman Trebon on Linked In.