563. The Human Touch in AI

563. The Human Touch in AI

Author: Melina Palmer February 5, 2026 Duration: 46:26

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.

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Melina Palmer hosts The Brainy Business | Understanding the Psychology of Why People Buy | Behavioral Economics, a podcast built on the idea that consumer behavior is often surprising and counterintuitive. As a sales conversion expert, Melina translates the often dense academic research from behavioral economics into clear, practical strategies. Each episode digs into the psychological forces that guide decisions, explaining why customers frequently act in ways that contradict their own stated intentions. You’ll hear specific examples of these principles in action, from pricing and product placement to communication and website design. The focus is always on providing listeners with immediately usable insights to create a more effective, brain-friendly business. This isn’t about abstract theory; it’s about understanding the real-world science behind why people choose to buy-or walk away. For anyone involved in marketing, leadership, or entrepreneurship, this podcast serves as a regular source of grounded, evidence-based advice. Melina’s approach makes the complex wonderfully accessible, turning the weirdness of consumer psychology into a tangible advantage. Tune in to learn how subtle shifts in framing and choice architecture can lead to significant improvements in how your business connects with and serves its audience.
Author: Language: English Episodes: 50

The Brainy Business | Understanding the Psychology of Why People Buy | Behavioral Economics
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