As we close out 2025, Peter and Dave are making predictions about what's coming in 2026, especially around AI, organizational change, and how teams actually work. They cover five key predictions: AI moves from tools to organizational capability: Organizations that invest in literacy, governance, and data foundations will pull ahead of those just sprinkling AI on top and hoping for the best.Critical thinking beats prompt engineering: The real competitive advantage won't be writing clever promp...
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As we close out 2025, Peter and Dave are making predictions about what's coming in 2026, especially around AI, organizational change, and how teams actually work. They cover five key predictions: AI moves from tools to organizational capability: Organizations that invest in literacy, governance, and data foundations will pull ahead of those just sprinkling AI on top and hoping for the best.Critical thinking beats prompt engineering: The real competitive advantage won't be writing clever promp...
How AI is Transforming Banking Customer Service with Rick Delisi
Definitely, Maybe Agile
43 minutes
2 months ago
How AI is Transforming Banking Customer Service with Rick Delisi
In this episode, Peter Maddison and Dave Sharrock welcome Rick Delisi, Lead Research Analyst at Glia and co-author of "The Effortless Experience" and "Digital Customer Service," to discuss how AI is transforming customer service in banking and credit unions. Rick reveals why the future of contact centers isn't about eliminating human interaction; it's about automating the routine so humans can focus on building real relationships. Learn how banks are breaking the age-old trade-off between ef...
Definitely, Maybe Agile
As we close out 2025, Peter and Dave are making predictions about what's coming in 2026, especially around AI, organizational change, and how teams actually work. They cover five key predictions: AI moves from tools to organizational capability: Organizations that invest in literacy, governance, and data foundations will pull ahead of those just sprinkling AI on top and hoping for the best.Critical thinking beats prompt engineering: The real competitive advantage won't be writing clever promp...
