AI Is Making Customer Service Worse with Natalie Beckerman
Client Giant
340 views
What happens when companies become so obsessed with efficiency that they forget about the people they're actually serving?
In this episode of Client Giants, Jeff Jackel and Jay O’Brien sit down with Natalie Beckerman, Chief Business Officer at Ichor, international speaker, customer experience strategist, and author of When Did You Stop Caring?
Natalie spent 30 years driving operational efficiency, improving productivity, and saving organizations more than $100 million in costs. But eventually, she started asking a different question:
What are we actually sacrificing in the name of efficiency?
The conversation explores how companies can become so focused on automation, AI, cost reduction, and process optimization that they unintentionally create more friction for both customers and employees.
Natalie explains why she believes efficiency should never remove humanity, and why companies need to test new technology and processes from both the employee and customer perspective.
They also dive into:
Why COVID accelerated the move toward automation and digital-first customer service
Whether AI is actually improving customer experiences
How companies create unnecessary customer friction
Why businesses often design processes from the inside out
The hidden cost of poor customer experience
Why employee experience and customer experience are connected
How AI could actually improve customer service when implemented correctly
The difference between making something easier for your company and making it easier for the customer
Why companies need to measure the cost of trust, loyalty, churn, complaints, and reputation
The surprising story of a $500 suitcase and a company that cared more about its process than the customer
Why sometimes the answer to a customer shouldn't be "that's our process", it should be "how do we solve this?"
Natalie also shares the thinking behind her book, When Did You Stop Caring? The Call to Reignite Humanity in a World Obsessed with Efficiency, which became a number-one international bestseller within 24 hours of release.
If you're building a service business, leading a customer experience team, implementing AI, or trying to scale without losing the human element, this conversation is worth watching.
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About Natalie Beckerman
Natalie Beckerman is a force of nature, a globally recognized titan in the world of innovation and customer experience. Inducted into the CCW Hall of Fame, and named among the CX Network Top 30 Contact Center Leaders, whose career has been defined not by following the path, but by trailblazing a new one. As Chief Business Officer at iQor Inc., and with a commanding legacy of C-Suite and senior leadership roles across telecommunications, home services, and retail, she has built a reputation as a relentless challenger of the status quo, an igniter of transformation, and a driver of operational excellence that others have only dared to imagine.
Armed with an MBA from the University of Bath, an MS from Michigan State University and a BA from Northwestern University, Beckerman brings both intellectual firepower and battle tested instincts to every stage, project and transformation she commands and command she does. Natalie is a highly sought after international speaker, business advisor, consultant and executive coach who doesn’t just shape the future of customer experience but redefines it. Natalie just published her first book When Did You Stop Caring? The Call to Reignite Humanity in a World Obsessed with Efficiency, which became a #1 International Bestseller within 24 hours of release.
Follow Natalie:
LinkedIn: LinkedIn: nataliedbeckerman1
Instagram: nataliebeckerman1
Facebook: NatalieBeckerman
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🎙 About Client Giants
The Client Giants Podcast features conversations with world-class entrepreneurs, founders, creators, and business leaders who are building remarkable companies while putting relationships first. Every episode delivers practical strategies, actionable insights, and real-world lessons to help you grow your business smarter—not harder.
👍 If you enjoyed this episode:
👇 Connect With Us:
📩 Business Inquiries and Questions: clientgiantspodcast@clientgiant.com
🖇️ Website: https://www.clientgiant.com/
📸 Instagram: Instagram: theclientgiant
📘 Facebook: Facebook: theclientgiant
💼 LinkedIn: LinkedIn: clientgiant
🎧 Listen to Us:
🍎 Apple Podcast: https://podcasts.apple.com/in/podcast...
🎤 Spotify: https://open.spotify.com/show/1dWcC5s...
Check Out Other Videos: Who Cares? Podcast by Client Giant
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#clientgiants #customerexperience #customerexperience #artificialintelligence #ai #businessgrowth #leadership #customerservice #entrepreneurship #businessstrategy
AI Is Making Customer Service Worse with Natalie Beckerman
Client Giant
340 views
What happens when companies become so obsessed with efficiency that they forget about the people they're actually serving?
In this episode of Client Giants, Jeff Jackel and Jay O’Brien sit down with Natalie Beckerman, Chief Business Officer at Ichor, international speaker, customer experience strategist, and author of When Did You Stop Caring?
Natalie spent 30 years driving operational efficiency, improving productivity, and saving organizations more than $100 million in costs. But eventually, she started asking a different question:
What are we actually sacrificing in the name of efficiency?
The conversation explores how companies can become so focused on automation, AI, cost reduction, and process optimization that they unintentionally create more friction for both customers and employees.
Natalie explains why she believes efficiency should never remove humanity, and why companies need to test new technology and processes from both the employee and customer perspective.
They also dive into:
Why COVID accelerated the move toward automation and digital-first customer service
Whether AI is actually improving customer experiences
How companies create unnecessary customer friction
Why businesses often design processes from the inside out
The hidden cost of poor customer experience
Why employee experience and customer experience are connected
How AI could actually improve customer service when implemented correctly
The difference between making something easier for your company and making it easier for the customer
Why companies need to measure the cost of trust, loyalty, churn, complaints, and reputation
The surprising story of a $500 suitcase and a company that cared more about its process than the customer
Why sometimes the answer to a customer shouldn't be "that's our process", it should be "how do we solve this?"
Natalie also shares the thinking behind her book, When Did You Stop Caring? The Call to Reignite Humanity in a World Obsessed with Efficiency, which became a number-one international bestseller within 24 hours of release.
If you're building a service business, leading a customer experience team, implementing AI, or trying to scale without losing the human element, this conversation is worth watching.
--
About Natalie Beckerman
Natalie Beckerman is a force of nature, a globally recognized titan in the world of innovation and customer experience. Inducted into the CCW Hall of Fame, and named among the CX Network Top 30 Contact Center Leaders, whose career has been defined not by following the path, but by trailblazing a new one. As Chief Business Officer at iQor Inc., and with a commanding legacy of C-Suite and senior leadership roles across telecommunications, home services, and retail, she has built a reputation as a relentless challenger of the status quo, an igniter of transformation, and a driver of operational excellence that others have only dared to imagine.
Armed with an MBA from the University of Bath, an MS from Michigan State University and a BA from Northwestern University, Beckerman brings both intellectual firepower and battle tested instincts to every stage, project and transformation she commands and command she does. Natalie is a highly sought after international speaker, business advisor, consultant and executive coach who doesn’t just shape the future of customer experience but redefines it. Natalie just published her first book When Did You Stop Caring? The Call to Reignite Humanity in a World Obsessed with Efficiency, which became a #1 International Bestseller within 24 hours of release.
Follow Natalie:
LinkedIn: LinkedIn: nataliedbeckerman1
Instagram: nataliebeckerman1
Facebook: NatalieBeckerman
--
🎙 About Client Giants
The Client Giants Podcast features conversations with world-class entrepreneurs, founders, creators, and business leaders who are building remarkable companies while putting relationships first. Every episode delivers practical strategies, actionable insights, and real-world lessons to help you grow your business smarter—not harder.
👍 If you enjoyed this episode:
👇 Connect With Us:
📩 Business Inquiries and Questions: clientgiantspodcast@clientgiant.com
🖇️ Website: https://www.clientgiant.com/
📸 Instagram: Instagram: theclientgiant
📘 Facebook: Facebook: theclientgiant
💼 LinkedIn: LinkedIn: clientgiant
🎧 Listen to Us:
🍎 Apple Podcast: https://podcasts.apple.com/in/podcast...
🎤 Spotify: https://open.spotify.com/show/1dWcC5s...
Check Out Other Videos: Who Cares? Podcast by Client Giant
---
#clientgiants #customerexperience #customerexperience #artificialintelligence #ai #businessgrowth #leadership #customerservice #entrepreneurship #businessstrategy