A story-telling driven podcast revealing the successes, secrets and visions of industry greats.
PODCAST EPISODE TEN: ⭐ AI: Can Businesses Move As Fast As Customers?
Wayne Grimshawe, Group Director of Customer Care & Shipping at Storio Group, joins us to share his wealth of experience across business operations – in the broad sense of the word, and how business leaders must look at AI to ensure effective adoption.
Wayne has an eclectic background in operations having worked at a senior level at businesses including Barclays, Sky, Danone, The AA and Thames Water. This cross section of industry experience gives Wayne a seriously impressive depth of operational knowledge to share.
These are the areas that are covered in this podcast:
• AI has progressed at an incredible pace over the last two years – and has escalated immensely in service in the past 3-6 months alone. Have customer expectations moved even faster than businesses can realistically keep up with? And what do you think are the reasons for this quick pace of adoption?
• Storio Group was investing in AI for customer service before it became widely mainstream. What convinced you this wasn’t just another technology trend?
• Can you share an example where AI has genuinely transformed the customer experience, rather than simply reducing costs?
• Which customer interactions should never be handed over to AI, regardless of how advanced the technology becomes?
• If you were advising a CEO today, what’s the one AI investment or decision you’d tell them they must prioritise?
