Practical AI: The Capacity for Good

Latest Episodes:

How to Really Know What's in the Heart of Your Customer with Jim Tincher, Founder and CEO of Heart of the Customer Mar 06, 2024

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 highly acclaimed authority in customer experience and journey mapping, renowned worldwide for his expertise. With a profound dedication to enhancing customer experiences, he has authored two exceptional books: "Do B2B Better" and "How Hard is it to be your Customers?"
Additionally, Jim serves as a distinguished Board Member of the Customer Experience Professionals Association. Numerous prominent platforms, including Engati, SupportBee, Feedspot, Influencer Marketing, and CustomerThink, have recognized Jim as a top-tier customer influencer who should be followed closely.
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Previous guests include: Shep Hyken, Chief Amazement Officer at Shepard Presentations, Annette Franz, Founder and CEO of CX Journey, Charles Schiele, Cloud Engineer at Google, Ian Golding, CEO and Founder of Customer Experience Consultancy, Dan Gingiss, Chief Experience Officer at The Experience Maker,Ayman Husain, Director of Customer Success, Data, AI, and Advanced Analytics at Microsoft
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How AI Tools Propel Customer Success with Lincoln Murphy, Founder of Sixteen Ventures Feb 07, 2024

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 data-driven decision-making.
Lincoln is a customer success growth expert, consultant, author, and thought leader with over fifteen years of experience in on-demand software product development and business architecture, focusing exclusively on SaaS.
He has worked with clients of all sizes, including startups as well as those at the top of the Fortune 100, helping PLG SaaS, RevOps, and GTM teams engage and grow customers. Lincoln is also a Co-Founder of Impact Academy Customer Success, an online customer success manager program offering hands-on training programs focusing on customer-centric strategies.
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Navigating Generative AI and It’s Business Impact with Michael Hunigan, VP of Product AI at Capacity Jan 10, 2024

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, and discusses upcoming innovations in automating email responses and leveraging custom models for enterprise data.
Michael has over 25 years in technology, focusing on shaping product vision and roadmaps by fostering collaboration among customers, companies, and partners. His expertise covers Voice of Customer (VOC) applications such as CX measurement, feedback, and ratings, evident in his Cospot authorship. Having held senior positions at Answers.com, ForeSee, and web collage, Mike offers valuable insights into AI's transformative effects on business strategies.
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Turning Happy Customers Into Higher Revenue with David Avrin, a Customer Experience Keynote Speaker and Consultant Dec 06, 2023

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 delve into the challenges of providing a great customer experience, as well as the role of technology, such as AI, in improving customer service.
With an impressive career spanning over two decades, David has captivated audiences across North America and around the globe with his dynamic presentations. His primary focus lies in empowering organizations to better comprehend and establish connections with their evolving customers and clients, enabling them to fortify their businesses for the future.
In addition to his speaking engagements and consulting work, David holds esteemed positions such as the Chairman of The Sounding Board. Moreover he is an accomplished author, having written five influential books including It's Not Who You Know, It's Who Knows You!, Why Customers Leave (and How to Win Them Back), and his newest book: The Morning Huddle -- Powerful Customer Experience Conversations to Wake You Up, Shake You Up, and Win More Business.
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Revolutionizing Customer Experience with Punk Spirit with Adrian Swinscoe, an Aspirant Punk at Punk CX Nov 08, 2023

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 extensive background in customer experience. With over twenty-five years of experience, he has successfully nurtured and expanded customer-focused businesses of various sizes. Adrian wears multiple hats, excelling as a customer experience advisor, a captivating speaker, an accomplished author, and a skilled workshop facilitator.
In addition to his impressive portfolio, Adrian is the charismatic host of Punk CX, a popular podcast that delves into the realms of customer service, experience, and engagement and explores the valuable perspective of employees. He is a prolific Forbes contributor, boasting a collection of well-received articles that showcase his in-depth knowledge and unique perspective on customer service.
Recognized for his dedication to elevating customer experiences, Adrian is a valued member of the European Customer Experience Organisation (ECXO). He aptly describes himself as an "agitator and advocate for better outcomes."
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The AI Frontier: Pioneering Change in Customer Service with David Karandish, Founder and CEO of Capacity Oct 11, 2023

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 in the tech sector, David's focus has been deeply embedded in Online Advertising, SaaS, and Artificial Intelligence. Before founding Capacity, he held the position of CEO at Answers Corp and co-founded the parent company of Answers in 2006, which he successfully sold to a private equity firm in 2014 for over $900 million.
In addition to his other roles, he had the opportunity to be an early investor and board member at Nerdy (NYSE: NRDY), a cutting-edge, on-demand, real-time learning platform in the educational technology space, further highlighting his commitment to enhancing educational opportunities and technological advancement.
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AI as a Business Productivity Ally with Aytekin Tank, Founder and CEO of Jotform Sep 13, 2023

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 experience leading a global workforce. He has experience with topics such as entrepreneurship, technology, bootstrapping, and productivity. Aytekin is also a productivity and automation enthusiast, and he has recently authored a book about automation, "Automate Your Busywork: Do Less, Achieve More, and Save Your Brain for the Big Stuff."
He contributes to Jotform's blog, writing about his career journey as an entrepreneur, and also shares advice for other start-ups. Aytekin has also written several articles published on Entrepreneur, Fast Company, and TechCrunch, as well as writing regularly for Medium.
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Elevating Customer Experience by Balancing Human Touch and AI with Shep Hyken, Chief Amazement Officer at Shepard Presentations Aug 16, 2023

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 speaker, and a best-selling author focused on helping companies and organizations create exceptional customer and employee experiences. He has an impressive track record of working with a diverse range of clients, including First Abu Dhabi Bank, Agricultural Retailers Association, The Federal Savings Bank, and Self Storage Association, to build loyal relationships with their customers and employees.
As a C-Suite Advisor and C-Suite Radio Host at The C-Suite Network, Shep provides invaluable insights and advice to top-level executives on elevating their organization's customer service and experience. He is also an active volunteer at Customer Contact Week and a frequent guest on the Amazing Business Show. Shep has authored several best-selling books, including Moments of Magic, The Loyal Customer, and Amaze Every Customer Every Time, which are widely regarded as authoritative guides for businesses seeking to improve their customer service and experience.
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AI in Action: Building a Customer-Centric Organization with Annette Franz, Founder and CEO of CX Journey Jul 19, 2023

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.
Annette Franz is a highly regarded figure in the field of customer experience, known internationally for her expertise as a thought leader, coach, keynote speaker, and author. With a remarkable career spanning over three decades, she has dedicated herself to helping companies in understanding their employees and customers.
Before establishing CX Journey, Annette honed her skills at prestigious organizations such as J.D. Power, Fidelity, and Mattel. Her vast industry knowledge and insights have been sought after, leading her to join the Forbes Coaches Council in 2018, where she continues to provide invaluable perspectives on CX.
As an accomplished author, Annette has written two books, “Customer Understanding: Three Ways to Put the 'Customer' in Customer Experience” and “Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business.” Recognized for her substantial contributions, Annette was honored as one of The 100 Most Influential Tech Women on Twitter by Business Insider.
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The Potential of AI in the Quick-Service Restaurant Industry with Charles Schiele, Cloud Engineer at Google Jun 21, 2023

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 Cloud Engineer at Google and has held senior technology roles at companies like Dell EMC, SimpliVity, and Rubrik.
His speciality areas include Data center infrastructure design & transformation, networking, virtualization (VMware), open-source solutions, PHP programming, & Voice over-IP solutions.
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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 Jun 07, 2023

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, infrastructure, and hyper-scale data center solutions and leverages innovative AI technologies to solve business problems.
Before Microsoft, Ayman worked at Slalom Consulting for over half a decade as the Practice Area Lead for Cloud and Infrastructure Solutions and the Practice Area Lead for Office 365 and Infrastructure Solutions.
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Microsoft Website

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AI and B2B CX: A Deep Dive with Dan Gingiss, Chief Experience Officer at The Experience Maker Jun 07, 2023

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 the fields of customer experience and customer service. With over twenty years of expertise in marketing and customer experience, he empowers organizations to gain a competitive edge through exceptional CX. In 2023, CX Network acknowledged him as one of the top influencers in customer experience worth following.
Before his current venture, known as The Experience Maker, Dan held prominent positions such as Vice President of Customer Success and Marketing at Persado, Head of Digital Marketing at Humana, and Senior Director of Global Social Media at McDonald's.
Beyond his speaking engagements and professional roles, Dan is also a distinguished author, having written the book "The Experience Maker," which delves into the intricacies of customer experience. Additionally, he co-hosts The Experience This! Show, further demonstrating his passion for educating and entertaining audiences in the realm of CX.
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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 Jun 07, 2023

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 an enhanced customer experience.
Ian Golding is a Certified Customer Experience Professional (CCXP), the first in the world to be authorized by the Customer Experience Professionals Association (CXPA) to teach CCXP accreditation. He has over twenty-seven years of experience working across multiple industries, including retail, financial services, logistics, telecoms, and pharmaceuticals.
In addition to his roles at Customer Experience Consultancy, he serves in customer experience roles at several other companies, including The Customer Institute, Customer Experience Magazine, and Chartered Institute of Marketing. Ian is also the Co-founder of The Entrepreneurial Retreat Programme and author of Customer What.
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Trailer Jun 06, 2023

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 speaks with customer experience experts, diving into their real-life stories of how AI has improved people's lives. Make sure to follow so you don’t miss any episodes.
Previous guests include: Shep Hyken, Chief Amazement Officer at Shepard Presentations, Annette Franz, Founder and CEO of CX Journey, Charles Schiele, Cloud Engineer at Google, Ian Golding, CEO and Founder of Customer Experience Consultancy, Dan Gingiss, Chief Experience Officer at The Experience Maker,Ayman Husain, Director of Customer Success, Data, AI, and Advanced Analytics at Microsoft
Check out our three most downloaded episodes:

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