E9: The impact of Generative AI in customer service: a Google perspective with John Lush

In this episode Oliver Lennon welcomes John Lush, an esteemed expert in the realm of customer service and experience. Boasting two decades of hands-on expertise, John’s prowess spans contact centres, CRM platforms, self-service tools, online chat, social media, mobile apps and IVR. His innovative approach and leadership skills have been instrumental in prominent organisations like Vodafone, Accenture, Eir Ireland and notably, Google. As Solutions Consultant at Google, John is responsible for improving the performance of Google’s worldwide support operations across a number of product areas.

Gain insights from John as he shares the Google perspective on Generative AI and get an answer to the intriguing query: “Do you eat your own dog food?” John discusses agent productivity and self-service paradigms, evaluating the impact of Generative AI and other technological advancements. John also offers a visionary glimpse into the evolution of customer service over the next 20 years.