This episode brings together two leading podcasts to discuss the real impact of automation and AI in customer service. Learn practical steps, real examples, and common pitfalls in automation projects, with actionable advice from experienced consultants. Perfect for anyone interested in operational excellence and customer experience.

About the guest

Rémon Elsten is managing partner being Forward Partners in Switzerland, a consulting firm focusing on CRM and customer service topics. He started his career for about 25 years in the Netherlands and is now working mainly in Switzerland, Germany and Austria.

He was vice president of the Swiss Contact Center Association (CallNet.ch) from 2006 to 2018, Board member of the European Confederation of Contact Centre Organisations from 2010 to 2018, he is still a teacher on the topics customer management and customer service at several swiss business schools and author on several books and articles on these topics.

Relevant links
https://www.forwardwith.ch

https://www.linkedin.com/in/remonelsten/

https://service-excellence-cockpit.ch/en/

Key Take-Aways

• Balance automation and experience: Automation should improve efficiency without harming customer experience or relationships.
• Use value matrix for decisions: Analyze customer dialogues and company value to choose the right automation use cases.
• Avoid tech for tech's sake: Focus on real business needs, not just new tools or technology trends.

Chapters

0:00 - Intro

0:35 - Introduction to Automation in Customer Service

2:06 - Understanding Operational Excellence

3:30 - Balancing Efficiency and Customer Experience

4:43 - Implementing Self-Service Solutions

8:06 - Choosing Automation Use Cases

15:06 - Successful Automation Examples

21:53 - Learnings from Automation Failures

24:18 - Keys to Effective Automation Strategies

26:07 - Conclusion and Further Resources

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Apple Podcast: https://www.cxgoalkeeper.com/apple

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About the host:

Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/