Fm Evolution

SummaryIn this episode of Service Evolution, Shawn Black and Jim Robinson explore the transformative landscape of customer service and leadership in 2024. They discuss the nuanced challenges of maintaining company culture in a remote work environment and the necessity of clarity in communication and face-to-face interactions. Additionally, they explore the shift toward automated services, sparking the balance between AI implementation and understanding customer needs. Lastly, Jim and Shawn highlight the significance of utilizing data to improve customer support strategies while emphasizing the need for urgent and versatile service channels.Show Notes(0:00) Introduction and Topic Overview(1:10) AI and Automation in Customer Service(3:28) Impact of AI on Jobs and the Future(6:13) Ensuring AI Enhances Customer Service(8:34) The Rise of Ghost Kitchens(9:49) Challenges of Opportunities of Remote Work(12:48) Maintaining Company Culture in Remote Work(19:20) The Growing Need for Real-Time Customer Support(23:31) Uti