In a recent LinkedIn post, Jay Baer explores the current disconnect between executive optimism regarding Artificial Intelligence (AI) in customer service and the actual sentiment of customers.
Baer highlights a notable gap: company executives appear significantly more enthusiastic about AI’s potential for customer service and experience than the customers they aim to serve. He observes:
“Right now, company execs are WAY MORE bullish on AI for customer service and customer experience than the actual customers they seek to serve.”
However, Baer expresses a belief that this perception is likely to shift. He anticipates that as customers begin to interact with the next generation of AI agents—described as smart, compassionate, and fast—their views will evolve. This evolution, in Baer’s view, is a natural progression as the technology matures and proves its value through direct customer engagement.
The Strategic Role of AI in Enhancing Human Touch
A key point Jay Baer emphasizes is the liberating effect AI can have on human customer service teams. By automating routine inquiries and tasks, AI can free up human agents to focus on more complex, emotionally nuanced, and high-touch interactions. Baer suggests this reallocation of resources is a significant benefit:
“AI inserted into your customer experience program frees your human team up to do the kind of high touch, empathetic hand holding that sometimes you don’t have time for today.”
This perspective frames AI not as a replacement for human interaction, but as a complementary tool that elevates the quality of service by allowing human agents to dedicate their skills where they are most impactful—building deeper customer relationships through empathy and personalized support.
Navigating the Path to AI Integration
Despite the potential benefits, Baer acknowledges that the practical implementation of AI in customer experience programs presents significant challenges. He notes that considerable confusion exists regarding the ‘how-to’ of integrating AI effectively.
Expert Guidance on AI Implementation
To address this confusion, Baer points to an upcoming live session hosted by NiCE, titled “Unleash AI. Reimagine CX.” This 60-minute session is designed to provide practical advice and insights from industry leaders. Baer highlights the caliber of participants:
“My friends at NiCE are doing a jam-packed, 60-minute, live session on November 12 at 11am Eastern. It includes specific advice and counsel from adidas execs, former Google AI execs, and the team from NiCE Cognigy. Plus real-word showcases of AI agents in action.”
The session aims to demystify the process of AI integration, offering concrete examples and expert perspectives from companies like adidas and former Google AI executives. This collaborative approach, featuring both technology providers and end-users, is intended to offer a comprehensive and actionable understanding of how businesses can successfully leverage AI to transform their customer experience strategies.
Baer concludes by encouraging engagement with the session, framing it as a valuable opportunity for professionals seeking to understand and implement AI in their customer service operations.
📝 About This Content
This article is based on insights shared by Jay Baer on LinkedIn.
📅 Originally posted on November 5, 2025 | View original post on LinkedIn →