Ron Kaufman: Customer Service Excellence, Culture Transformation, AI in CX | Pulse by Intuji #11

Discover the secrets of customer service excellence and culture transformation with Ron Kaufman, CEO of Uplifting Service, in this episode of Pulse by Intuji. Learn how to elevate your organisation’s service delivery and delight customers in today’s AI-driven world.

Topics Covered:

00:00 – Introduction Julian welcomes Ron to the podcast, expresses admiration for Ron’s work, and introduces the topic of customer service and Ron’s journey into it.
00:22 – Ron’s Early Influences Ron shares three significant incidents that shaped his approach to customer service, including stories about his grandmother, high school experiences, and his work in Singapore.
01:19 – Ron’s Work in Singapore Discussion about Ron’s involvement in developing a service curriculum for Singapore’s working adults and his contribution to Singapore Airlines’ service excellence.
04:03 – Defining Service Ron talks about his definition of service and how it applies across different industries and roles, emphasising the importance of understanding and creating value for the customer.
05:42 – Uplifting Service Concept Introduction to the concept of ‘uplifting service’ and its significance in creating ongoing value for customers.
07:09 – Singapore Airlines and Changi Airport Ron explains the differences between building a service culture in a single organisation like Singapore Airlines versus a complex environment like Changi Airport.
10:25 – Six Levels of Service Framework Julian asks Ron to explain the six levels of service and how organisations can use this framework to evaluate and improve their service.
12:20 – Service Culture and Leadership Ron and Julian discuss how leadership is crucial in fostering a culture of continuous service improvement within an organisation.
14:06 – Practical Steps for Service Improvement Ron outlines practical steps organizations can take to move from basic to extraordinary service levels.
16:36 – Challenges in Elevating Service Ron talks about the challenges organizations face when trying to elevate their service levels and the need for a continuous culture of improvement.
23:14 – Defining Care in Service Ron shares his definition of ‘care’ in the context of customer service, differentiating it from service and highlighting its importance.
25:14 – Blending Human Design with Technology Discussion on how businesses can effectively integrate technology with human elements to enhance customer experience.
27:15 – Examples of Successful Tech Integration Ron and Julian discuss examples like Changi Airport’s digital help desks, where technology enhances but doesn’t replace the human touch.
30:22 – Challenges of Over-Automating Julian and Ron discuss the risks of over-reliance on technology in customer service, using examples of failed tech integrations.
35:00 – The Importance of User Experience Design Emphasis on the importance of talking to customers and understanding their needs before implementing technological solutions.
37:02 – Tech Integration in Large Organisations Ron shares a case study about a global tech company struggling with the ‘last mile’ of customer service and the importance of improving service upstream.
40:51 – AI in Customer Service Discussion about the potential and limitations of AI in customer service, with a focus on AI as an enabler rather than a replacement for human interaction.
45:17 – Future of Customer Service and Community Well-being Ron talks about the future of customer service, emphasizing the need to focus on the well-being of both customers and the broader community.
50:31 – Closing Remarks Julian wraps up the podcast, thanking Ron for his insights and encouraging listeners to explore further resources.

Learn How To:

• Elevate your organisation’s service delivery to delight customers
• Implement the Six Levels of Service Framework
• Transform your organisational culture for service excellence
• Balance technology and human interaction in customer experience
• Leverage AI to enhance customer service while maintaining a human touch.

Whether you’re a business leader, customer experience professional, or service industry expert, this episode offers valuable insights on creating exceptional customer experiences in the digital age.

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