Welcome to Episode 91 of the Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Sedrak Hovhannisyan.

Sedrak is an AI expert, entrepreneur and customer experience advocate from Armenia, who has built AI agents and led teams across customer success, sales, support and marketing.

We hear him talk about how AI can remove the friction that drives customers crazy; why customers should never have to repeat their story when being handed from AI to a human; and how businesses can use AI to give customer service teams better information without losing the human connection.

Sedrak also explains the difference between chatbots, AI assistants and AI agents; why repetitive digital tasks are ripe for automation; and the human skills customer service professionals need to develop as AI takes care of more of the transactional work.

Plus, we discuss the importance of smooth conversations, empathy, ownership and making customers feel heard and Sedrak shares the one thing businesses should stop doing immediately when it comes to chatbots.

There's plenty of Gold Dust for anyone interested in AI, Customer Service and creating easier, more human customer experiences.

You can find Sedrak online at:

LinkedIn

Website

AI Agent Check: aicheck.vahnalabs.am

FeedSpot - 30 Best Customer Service Podcasts

This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

Welcome to Episode 90 of the Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Claire Boscq and Andy Jarvis.

Claire is an award-winning Customer Experience Consultant, international keynote speaker and creator of the BizShui™ Method. Andy is a technology consultant with more than 30 years' experience helping organisations simplify complex systems and deliver meaningful digital transformation.

Together, they explore why Customer Experience (CX), Employee Experience (EX) and Digital Experience (DX) can no longer operate in isolation. They discuss how organisations often invest heavily in technology while overlooking the people using it, why removing friction should come before introducing AI, and how creating genuine human connections can transform both employee and customer experiences.

The conversation also introduces The Hive — a new human-first community platform designed to put trust, belonging and meaningful relationships back at the centre of digital interaction.

If you're responsible for customer service, customer experience, digital transformation or organisational culture, this episode is packed with practical Gold Dust you can apply straight away.

You can find Claire and Andy online at:

Claire's LinkedIn and Andy's LinkedIn

Elevated Experience

The Hive

FeedSpot - 30 Best Customer Service Podcasts

This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

Welcome to Episode 89 of the Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Kyle Wright.

Kyle is Head of Customer Experience at South Yorkshire Mayoral Combined Authority (SYMCA).

We hear him talk about his journey from frontline customer-facing roles into CX leadership; why understanding the real need behind a customer complaint is key to creating better experiences; and how public transport can use communication, personalisation and technology to make journeys easier for everyone.

Kyle also shares his thoughts on using AI to empower teams rather than replace the human touch; why frontline colleagues hold some of the most valuable customer insights; and how creating a strong CX culture through recognition, collaboration and listening can transform the way organisations serve their customers.

You can find Claire and Andy online at:

Claire's LinkedIn and Andy's LinkedIn

Elevated Experience

The Hive

FeedSpot - 30 Best Customer Service Podcasts

This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/