185: What’s the Future of Customer Experience with AI?

What does it take to thrive in a world where AI is redefining customer experience and business innovation? On this episode of the Innovation Storytellers Show, I had an incredible conversation with Jim Harris, bestselling author and globally renowned speaker on disruptive innovation, to explore how businesses can adapt to a rapidly evolving future. Jim shared his unique journey, from teaching Stephen Covey's principles to becoming one of the most sought-after voices in AI and innovation. Drawing on decades of experience working with organizations like Walmart, IBM, and Barclays, he reflected on the challenges and opportunities presented by AI. From the democratization of AI tools to their transformative impact on industries, Jim offered deep insights into how companies must rethink their approach to innovation. One of the standout moments from our discussion was Jim’s story about a group of mainframe managers who, in 1993, couldn’t envision the transformative role of the internet. Fast forward 30 years, and the web is now inseparable from our personal and professional lives. This raises an essential question: How quickly can businesses recognize that the rules of the game have changed, and how do they facilitate the transition to what’s next? We also tackled the emotional and practical aspects of AI adoption. With two-thirds of Americans expressing fear about AI, Jim emphasized the importance of education, adaptability, and understanding AI's potential to empower, rather than replace, human capabilities. He also highlighted the importance of continuous learning, citing the World Economic Forum’s findings that workers need an additional 20 days of training annually to keep pace with technological advancements.  

Om Podcasten

Did you ever wonder how an innovation got to its finish line? How innovators saw the future, made a product, and created change – in our world and in their companies? I did. Innovation Storytellers invites changemakers to describe how they created their innovation and just as important – THE STORIES – that made us fall in love with them. Come learn how great innovations need great stories to make them move around the world and how to become a better storyteller in the process. I’m Susan Lindner, the Innovation Storyteller. But I wasn’t always. I’ve been a wannabe revolutionary, an epidemiologist at the CDC and an AIDS educator in the brothels of Thailand helping to turn former sex workers into entrepreneurs. Trained as an anthropologist and the Founder of Emerging Media, I’ve spent the last twenty years working with innovators from 60+ countries. Ranging from cutting edge startups to Fortune 100 companies like GE, Corning, Citi, Olayan, and nine foreign governments, helping their leaders to tell their stories and teaching them how to become incredible advocates for their innovations. Great innovation stories make change possible. They let us step into a future we can’t see yet. I started this podcast to shine a light on our generation of great innovators, to learn how they brought their innovation to life and the stories they told to bring them to the world.