In this episode of "Enablement Uncanned," Jack is joined by Rick DeLisi, a 20-year CX expert and researcher behind a groundbreaking industry study on AI maturity in customer service. Together, they delve into why high adoption rates of AI in customer support often fail to deliver full value, revealing how outdated practices and disjointed approaches hinder true transformation. Rick shares the surprising gap between widespread AI adoption and impactful results, while offering insights into how leading organizations are bridging this divide by turning contact centers into growth engines. He emphasizes that AI should not replace human interaction but enhance it, creating more meaningful connections and setting employees up for success.

The conversation also explores how AI empowers frontline teams, simplifies processes, and helps executives unlock valuable insights from every customer interaction. Rick highlights the importance of balancing automation with human touch to improve not only customer satisfaction but also employee engagement. Tune in to learn how AI can elevate your customer experience strategy and make "help has arrived" a reality for both teams and customers.