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Practical AI: The Capacity for Good, is a podcast that explores the positive side of artificial intelligence. We speak with thought leaders about the intersection of AI automation, customer support, and customer experience. We dive into real-life stories of how AI has improved people's lives. Join us as we explore the many ways in which AI can be a force for good and hear from those who are using it to make a positive impact on the world.
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How to Really Know What's in the Heart of Your Customer with Jim Tincher, Founder and CEO of Heart of the Customer
35:07
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35:07
In this episode of Practical AI: The Capacity for Good, Jim Tincher, Founder and CEO of Heart of the Customer, joins James Diel to reveal the true essence of "knowing your customer," share critical tools needed to perfect the customer journey, and delve into the game-changing role of AI and automation in enhancing customer engagement. Jim is a high…
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How AI Tools Propel Customer Success with Lincoln Murphy, Founder of Sixteen Ventures
37:18
37:18
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37:18
In this episode of Practical AI: The Capacity for Good, Lincoln Murphy, Founder of Sixteen Ventures, joins James Diel to define the concept of customer success, the role of AI in customer success management, and how AI tools empower customer success professionals to integrate the human experience, leveraging intelligent analytics, automation, and d…
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Navigating Generative AI and It’s Business Impact with Michael Hunigan, VP of Product AI at Capacity
38:13
38:13
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38:13
In this episode of Practical AI: The Capacity for Good, Michael Hunigan, VP of Product AI at Capacity, joins James Diel to discuss the transformative impact of Generative AI, highlighting its role in enhancing workflows across customer service, HR operations, and more. He emphasizes the importance of ethical usage, predicts the evolution of LLMs, a…
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Turning Happy Customers Into Higher Revenue with David Avrin, a Customer Experience Keynote Speaker and Consultant
46:11
46:11
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46:11
In this episode of Practical AI: The Capacity for Good, David Avrin, a Customer Experience Keynote Speaker and Consultant, joins James Diel to reveal the importance of customer retention and how it impacts a company's revenue. They highlight the need for a customer retention strategy that prioritizes customer happiness, value, and engagement and de…
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Revolutionizing Customer Experience with Punk Spirit with Adrian Swinscoe, an Aspirant Punk at Punk CX
50:53
50:53
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50:53
In this episode of Practical AI: The Capacity for Good, Adrian Swinscoe, an Aspirant Punk at Punk CX, joins James Diel to share his insights on how you can tap into your inner punk spirit to revolutionize your approach to customer experience, as well as integrating empathy and AI in customer service. Adrian is a seasoned professional with an extens…
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The AI Frontier: Pioneering Change in Customer Service with David Karandish, Founder and CEO of Capacity
27:25
27:25
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27:25
In this episode of Practical AI: The Capacity for Good, David Karandish, Founder and CEO of Capacity, joins James Diel to unveil how AI and automation revolutionize customer service, balancing customer experience and profitability in AI integration, and the evolution of AI from reactive to proactive assistance. With over two decades of experience i…
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AI as a Business Productivity Ally with Aytekin Tank, Founder and CEO of Jotform
33:13
33:13
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33:13
In this episode of Practical AI: The Capacity for Good, Aytekin Tank, Founder and CEO of Jotform, joins James Diel to share his actionable insights on how business leaders can enhance their productivity and achieve more by automating their busywork and focusing on what really matters. Aytekin is a renowned industry leader with over two decades of e…
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Elevating Customer Experience by Balancing Human Touch and AI with Shep Hyken, Chief Amazement Officer at Shepard Presentations
32:47
32:47
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32:47
In this episode of Practical AI: The Capacity for Good, Shep Hyken, Chief Amazement Officer at Shepard Presentations, joins James Diel to explore the importance of building human relationships in customer service and what role AI plays in enhancing customer experience. Shep is a renowned expert in customer service and experience, a dynamic keynote …
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AI in Action: Building a Customer-Centric Organization with Annette Franz, Founder and CEO of CX Journey
29:34
29:34
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29:34
In this episode of Practical AI: The Capacity for Good, Annette Franz, Founder and CEO of CX Journey, joins James Diel to explore the role of AI and automation in customer support and experience. Annette emphasizes the importance of employing data to understand and personalize the customer journey and using AI to enhance the employee experience. An…
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The Potential of AI in the Quick-Service Restaurant Industry with Charles Schiele, Cloud Engineer at Google
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41:01
In this episode of Practical AI: The Capacity for Good, Charles Schiele, Cloud Engineer at Google, joins James Diel to explore the potential of AI in the quick-service restaurant industry and how it can improve customer experiences. Charles is an Information Technology professional with 20 years of technology and entrepreneurial experience. He is a…
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How to Stand Out in a Competitive Market: AI-Driven Customer Experience Strategies with Ian Golding, CEO and Founder of Customer Experience Consultancy
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42:38
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42:38
In this episode of Practical AI: The Capacity for Good, Ian Golding, CEO and Founder of Customer Experience Consultancy, joins James Diel to unveil the key elements that make a customer experience memorable and differentiate it from its competitors, as well as the frameworks organizations might use to incorporate AI into their customer journey for …
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AI and B2B CX: A Deep Dive with Dan Gingiss, Chief Experience Officer at The Experience Maker
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44:16
In this episode of Practical AI: The Capacity for Good, Dan Gingiss, Chief Experience Officer at The Experience Maker, joins James Diel to answer questions about B2B customer experience, including the impact of AI-automated customer support on the B2B experience. Dan is a renowned keynote speaker, accomplished author, and recognized authority in th…
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How AI Impacts and Scales Customer Success with Ayman Husain, Director of Customer Success, Data, AI, and Advanced Analytics at Microsoft
43:32
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43:32
In this episode of Practical AI: The Capacity for Good, Ayman Husain, Director of Customer Success, Data, AI, and Advanced Analytics at Microsoft, joins James Diel to explore how AI can impact your customer success strategy and help scale your efforts. Ayman is a technologist and technical architect specializing in modern application design, infras…
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It's not uncommon to see AI depicted as the antagonist in mainstream media. Terminator, Blade Runner, and Ex Machina are just a few examples. But AI actually has the potential to transform our lives for the better. On Practical AI: The Capacity for Good we explore the positive side of artificial intelligence. In each episode our host James Diel spe…
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