Episode 151

full
Published on:

7th Jan 2026

Effortless Experiences: Redefining Customer Loyalty - Rich DeLisi, Author, Lead Research Analyst - Glia

Summary:

I'm kicking off 2026 with a conversation with Rick DeLisi, a thought leader in customer service and AI. Rick co-authored "Digital Customer Service: Transforming Customer Experience for An On-Screen World and is a leading researcher on providing world class customer experiences.

If you have ever had to contact any company for a customer service issue - you know what it feels like to get poor customer service versus good customer service. The problem is that most if not all of those companies you've worked with will call themselves "customer centric". This conversation explores what it means to sell customer service through the lens of being human. We explore the evolving landscape of customer interactions, emphasizing the importance of human connection, the psychology behind customer loyalty, and the role of AI in creating effortless experiences. Rick shares insights from his research, highlighting the need for companies to understand their customers' emotions and the significance of reducing effort in service interactions. We also delve into the balance between efficiency and empathy, the future of customer service, and practical examples of how companies can enhance their customer experience. If you want to understand the pysychology of a customer at a deep level, this episode is for you!

Sound bites

"People don't mind being wowed."

"You don't need a person for that."

"It's about knowing which is which."

Key Moments:

00:00 Introduction to Human Connection in Sales

03:03 The Psychology of Customer Interactions

05:50 Understanding Customer Loyalty and Experience

09:13 Effortless Customer Service: The Key to Loyalty

11:54 The Role of AI in Customer Interactions

15:02 Seamless Transitions Between Digital and Human Support

18:00 The Importance of Context in Customer Service

20:56 Surprising Insights from Customer Research

25:17 Harnessing AI for Enhanced Customer Interactions

28:34 The Future of Customer Service: A 2026 Vision

30:52 Balancing Efficiency and Empathy in Customer Service

35:58 Real-Life Customer Experience: Lessons Learned

41:48 Understanding Customer Needs: The Key to Retention


Connect with Rick

  1. LinkedIN


Connect with Us!

  1. LinkedIN:
  2. Website:
Next Episode All Episodes Previous Episode

Listen for free

Show artwork for Sell By Being Human

About the Podcast

Sell By Being Human
On the Sell By Being Human podcast, award-winning sales professional Alex Smith provides the proven way to harness your innate human skills like empathy, curiosity, and kindness to learn how to sell and navigate the sales journey.
This is where human connection and sales meet. You may be someone whose success depends on influence, negotiation, and your ability to create change, but you may reject aggressive sales tactics. Maybe you feel stuck in corporate "autopilot," knowing your best asset is your genuine personality, but you struggle to use it to get what you want. Then this channel is for you.

It will teach you how to close the gap between wanting to be ethical and feeling pressured to sell aggressively. You’ll also learn actionable strategies for translating emotional intelligence into high-trust results. Join Alex and top guests, including NY Times bestsellers, keynote speakers, and global founders, as they prove that being truly human is the ultimate sales advantage.

About your host

Profile picture for Alex Smith

Alex Smith

Alex Smith is a seasoned sales professional and podcast host who champions a human-first approach to selling. With nearly two decades of experience, he explores how empathy, curiosity, and genuine connection drive influence in everyday life. Through his podcast, he highlights stories from people across all professions, showing that anyone can persuade and create impact simply by being human.