Andreas Janssen - "Why Humans Outshine AI in CX Leadership”
Andreas Janssen, CEO at Blauband GmbH, discusses human intelligence in customer support on the Contact Center Prospectus podcast. He stresses AI's role in enhancing processes but emphasizes human agents' irreplaceable abilities in personalized customer experiences. He also highlights customer support's strategic value for growth and satisfaction, urging businesses to prioritize it beyond a cost-centered mindset.
WOW-24-7
Contact Centers
call center
customer service outsourcing
customer support outsourcing
customer service BPO
retail BPO
e-commerce BPO
Customer Value
SaaS Customer Experience
What’s Inside [0:40] Introduction to Andreas Janssen [21:43] Full Podcast Episode [3:41] Insights Beyond Data: Human Brain's Strength vs. AI [4:09] Optimizing Customer Care: AI Empowering Human Agent Roles [4:01] Harnessing Customer Service for Valuable Business Insights [2:14] 1-10 Rating: Importance of Customer Service in Company’s Growth and Support [3:23] Leveraging Customer Service for Competitive Advantage [0:57] Short - Insights Beyond Data: Human Brain's Strength vs. AI [0:38] Short - Leveraging Customer Service for Competitive Advantage
Full Episode “The human brain has strengths that cannot be replaced by artificial intelligence.” -ANDREAS JANSSEN
Full Episode: Topics Covered 1. The Power of the Human Brain in Customer Service 2. Customer Service: From Cost Center to Value Center 3. Customer Service as a Competitive Advantage
(3:41 Video) Insights Beyond Data: Human Brain's Strength vs. AI “The human brain is able to derive valuable insights from a vast amount of information. I don’t know how artificial intelligence could ever replace this capability.” —ANDREAS JANSSEN
(4:09 Video) Optimizing Customer Care: AI Empowering Human Agent Roles “We need AI to take away the highly repetitive, low-end calculation tasks, which a machine can perform in a fraction of a second to help our agents focus on what they’re best at.” -ANDREAS JANSSEN
(4:01 Video) Harnessing Customer Service for Valuable Business Insights “Contact centers are one of the best sources I have to get information about my clients because they interact directly with them on the phone, enabling them to gain insight into their moods and perceptions of our products and services.” -ANDREAS JANSSEN
(2:14 Video) 1-10 Rating: Importance of Customer Service in Company’s Growth and Support “You cannot run our company's business model without customer support. We would be out of the business if we didn’t have one.” —ANDREAS JANSSEN
(3:23 Video) Leveraging Customer Service for Competitive Advantage “The more comparable my product becomes, the more crucial it is to establish a relationship with my customer, and that's where customer support comes in. The more comparable it gets, the more important the customer support becomes.” -ANDREAS JANSSEN
Shorts “The human brain will not be replaced by artificial intelligence because it has strengths that artificial intelligence can't replace.” —ANDREAS JANSSEN
Shorts “The more comparable my product gets, the more important customer support and my relationship with customers become. It's easy to understand conceptually, but difficult to realize.” —ANDREAS JANSSEN
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