In this episode, Peter Maddison and Dave Sharrock welcome Rick Delisi, Lead Research Analyst at Glia and co-author of "The Effortless Experience" and "Digital Customer Service," to discuss how AI is transforming customer service in banking and credit unions.

Rick reveals why the future of contact centers isn't about eliminating human interaction; it's about automating the routine so humans can focus on building real relationships. Learn how banks are breaking the age-old trade-off between efficiency and customer experience, and why starting with internal-facing AI tools is the safest path to transformation.

Discover the surprising truth about which customer satisfaction metric actually predicts loyalty (hint: it's not what most companies are measuring), and why customer expectations for AI are shaped more by bad experiences with other companies than by anything your organization does.


THREE KEY TAKEAWAYS:

1. AI for Everyone, Not Just Customers: AI can transform your entire organization, from helping frontline agents with real-time guidance, to giving managers instant analysis capabilities, to enabling executives to make data-driven strategic decisions. The most successful implementations use AI across all levels: customers, agents, managers, and executives.

2. Start Internal, Then Scale Outward: Begin with internal tools that help agents, managers, and executives first. This builds confidence, allows teams to experience the technology firsthand, and creates incremental improvements that build organizational trust. By the time you roll out customer-facing AI, your entire team understands and trusts the system.

3. The best predictor of customer loyalty isn't satisfaction scores or Net Promoter Score, it's the Customer Effort Score. Ask customers, "How much effort was required for you to get what you needed?" after each interaction. Low-effort experiences drive loyalty, and this metric gives you actionable insights into where to improve your service processes.

CONTACT US:
Email: feedback@definitelymaybeagile.com

Definitely Maybe Agile explores the complexities of adopting new ways of working at scale, covering digital transformation, agile practices, and DevOps in enterprise environments.

#AI #CustomerService #Banking #DigitalTransformation #ContactCenter #CreditUnions #CustomerExperience #Glia #FinancialServices #AgileTransformation

Welcome to Definitely Maybe Agile! In this episode, Peter Maddison and Dave Sharrock sit down with Barbara Whittmann, founder of the Digital Wisdom Collective, to explore how real organizational change happens from the middle out.

Barbara shares her 25 years of experience fixing broken digital transformation projects and reveals why the "juicy middle" of organizations holds the key to sustainable change. We dive deep into mindset training, building internal ecosystems, and why most organizations have forgotten the purpose of half their tools and processes.

From navigating the "permafrost layer" of middle management to understanding why AI initiatives often miss the mark, this conversation offers practical insights for anyone working to transform how organizations operate.

Three Key Takeaways:

1. Meet Organizations Where They Are - Don't force rigid methodologies or terminology. Use the organization's own language and focus on solving their actual problems rather than trying to "fix" them with prescribed frameworks.
2. The Power of Cohorts - Change isn't an individual effort. Building a cohort of four people creates redundancy, moral support, and a self-reinforcing dynamic that can create ripples throughout the organization.
3. Communication is Critical - We don't invest enough in helping leaders develop communication skills. Leaders need ongoing support, coaching, and safe spaces to develop their ability to listen, speak up, and collaborate effectively.

Featured Guest: Barbara Whittmann - Founder, Digital Wisdom Collective

Contact: feedback@definitelymaybeagile.com

When Hanna Bauer's publishing business faced a perfect storm of budget cuts, industry disruption, and the ebook revolution, she learned that Six Sigma processes weren't enough. The real transformation required leading with heart.

In this raw conversation, Hanna shares the wake-up call that changed everything: a top employee resigning to take a pay cut elsewhere. This crisis revealed the truth about organizational change; you can have all the right processes, but without genuine human connection and psychological safety, your best people will walk.

Whether you're leading digital transformation or navigating organizational change, this episode delivers practical wisdom on building growth-oriented cultures where people actually want to stay.

This week´s Takeaways:

1. Hope Drives Change People with high hope find a way where there is no way. Leaders must tap into this to navigate uncertainty; it's not just positive thinking, it's the catalyst for transformation.

2. Psychological Safety Starts at the Top Growth-oriented cultures need leaders brave enough to say "maybe it's my team" instead of pointing fingers. Cross-functional honesty beats departmental defensiveness every time.

3. Influence > Position Leadership is influence, nothing more, nothing less. You don't need a title to create change; just the will to advocate for your team and drive positive impact.

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