The Myth of Fully Automated Customer Service with Rick DeLisi
Customer service is not becoming fully automated. It is becoming more human.
In this conversation, Alyssa Nolte sits down with Rick DeLisi to rethink what AI is actually good at and where it clearly falls short. The big myth. That you can plug in AI and replace your entire support team. Rick explai…
UN 406 - Rick DeLisi. AI ROI.
Rick DeLisi, Lead Research Analyst at Glia and co-author of The Effortless Experience, discusses research showing that less than 30% of organizations achieve full value from customer support AI investments. The conversation covers the "AI maturity gap" where adoption does not equal adaptation, wh…
AI vs Human Customer Service: What Works Best for Customer Experience in 2026 | Rick DeLisi | 387
Most SaaS leaders are asking the wrong question. They obsess over NPS and CSAT scores, celebrate high satisfaction ratings, and then watch customers quietly disappear. In this episode, Jeff Mains sits down with Rick DeLisi — co-founder of The Effortless Experience, creator of the Customer Effort Sc…
How to Build Authority Through Podcasting and Storytelling | Harry Duran | 389
Harry Duran, founder of Fullcast and creator of Podisphere, joins Jeff Mains to explore what it really takes to build a sustainable podcast, grow a content brand, and stay ahead in a rapidly AI-shaped media world.
Harry shares his journey from corporate marketing at JPMorgan Chase and E-Trade, to l…
Is Retention the New Sales Strategy?
Lightning Round: Top 10 Ways Buyers Are Changing
Question: Sean from Seattle asks, "We work in the food distribution industry, it's competitive. We are doing a great job of bringing on new customers, but our churn rate has been higher than ever this year. What advice do you have for me and my team…
Is Retention the New Sales Strategy?
Lightning Round: Top 10 Ways Buyers Are Changing
Question: Sean from Seattle asks, "We work in the food distribution industry, it's competitive. We are doing a great job of bringing on new customers, but our churn rate has been higher than ever this year. What advice do you have for me and my team…
Managing Customer ROI Expectations BEFORE Complaints Arise
Lightning Round: Top 10 Ways to Increase Customer Retention
Question: Jason from Little Rock asks, "I closed a deal where the customer keeps referencing an ROI number that came from their own internal projections, not anything my team quoted. Now they're unhappy with results that are actually soli…
Managing Customer ROI Expectations BEFORE Complaints Arise
Lightning Round: Top 10 Ways to Increase Customer Retention
Question: Jason from Little Rock asks, "I closed a deal where the customer keeps referencing an ROI number that came from their own internal projections, not anything my team quoted. Now they're unhappy with results that are actually soli…
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