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The High Performance Podcast
Big-Tech Insider: The Truth About AI, Your Job & Future Of Work
Aug 8, 2024
47:00
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Marc Mathieu, a former Chief Marketing Officer at Samsung and expert in transforming brand-consumer interactions, shares insights on AI's role in customer success. He discusses how businesses can balance short-term gains with long-term AI integration, and the transformative effects of AI on customer service. Mathieu emphasizes the necessity of reskilling workers and building trust in AI to enhance communication. The conversation also touches on the importance of maintaining human connection amidst technological advances, advocating for a thoughtful approach to AI's integration in business.
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Quick takeaways
- Customer success hinges on a balanced strategy that prioritizes both immediate needs and long-term goals, particularly as AI revolutionizes interactions.
- AI empowers businesses to transition from generic offerings to personalized experiences, enhancing customer relationships while maintaining essential human connections.
Deep dives
Understanding Customer Success
Customer success focuses on prioritizing the customer experience to ensure consumers achieve their desired outcomes. Businesses often mistakenly aim for short-term performance when, in reality, true high performance requires sustainable, long-term strategies. A balanced approach is necessary, addressing both immediate customer needs and future goals, particularly as artificial intelligence (AI) becomes increasingly relevant. AI can enhance customer interactions, but the most significant gains will derive from business model transformations that allow brands to better understand and serve their customers.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode