The Human Touch in AI
Thu Feb 05 2026
In this episode of The Brainy Business podcast, Melina Palmer welcomes Nick Glimsdahl, author of The Heart of Service, to discuss the transformative impact of AI on customer experience. As businesses increasingly turn to AI, the conversation tackles the critical question: how can organizations implement these technologies effectively without losing the human touch?
Nick shares insights on the alarming statistic that up to 95% of AI initiatives fail, emphasizing the importance of thoughtful implementation and the need for organizations to ask better questions upfront. Together, they explore strategies for integrating AI in ways that enhance both efficiency and empathy, ensuring that customer interactions remain meaningful and authentic.
Listeners will gain practical advice on how to identify low-hanging fruit for AI projects, the significance of user acceptance training, and the value of involving frontline employees in the decision-making process. This episode is a must-listen for anyone looking to navigate the complexities of AI in their business while keeping customer experience at the forefront.
In this episode:
Discover the challenges and opportunities that AI presents in customer service. Learn how to ask better questions to ensure successful AI implementation. Explore the balance between efficiency and empathy in customer interactions. Understand the importance of involving frontline employees in the AI journey. Gain insights into real-world examples of successful AI integration in organizations. Get important links, top recommended books and episodes, and a full transcript at thebrainybusiness.com/563.
Looking to explore applications of behavioral economics further?
Learn With Us on our website. Subscribe to Melina's Newsletter Brainy Bites. Let's connect:
Send Us a Message Follow Melina on LinkedIn The Brainy Business on Youtube The Brainy Business on Instagram
More
In this episode of The Brainy Business podcast, Melina Palmer welcomes Nick Glimsdahl, author of The Heart of Service, to discuss the transformative impact of AI on customer experience. As businesses increasingly turn to AI, the conversation tackles the critical question: how can organizations implement these technologies effectively without losing the human touch? Nick shares insights on the alarming statistic that up to 95% of AI initiatives fail, emphasizing the importance of thoughtful implementation and the need for organizations to ask better questions upfront. Together, they explore strategies for integrating AI in ways that enhance both efficiency and empathy, ensuring that customer interactions remain meaningful and authentic. Listeners will gain practical advice on how to identify low-hanging fruit for AI projects, the significance of user acceptance training, and the value of involving frontline employees in the decision-making process. This episode is a must-listen for anyone looking to navigate the complexities of AI in their business while keeping customer experience at the forefront. In this episode: Discover the challenges and opportunities that AI presents in customer service. Learn how to ask better questions to ensure successful AI implementation. Explore the balance between efficiency and empathy in customer interactions. Understand the importance of involving frontline employees in the AI journey. Gain insights into real-world examples of successful AI integration in organizations. Get important links, top recommended books and episodes, and a full transcript at thebrainybusiness.com/563. Looking to explore applications of behavioral economics further? Learn With Us on our website. Subscribe to Melina's Newsletter Brainy Bites. Let's connect: Send Us a Message Follow Melina on LinkedIn The Brainy Business on Youtube The Brainy Business on Instagram