Prompt This
Charles Hicks joins Greg and Clint to explore how AI is transforming customer experience, the evolution of AI reasoning models, and the traps leaders fall into when adopting AI. Charles shares practical workflows, his go-to tools, and why the future of work will require both human creativity and AI fluency.
Today's Guest
Charles Hicks is a founder and the CTO of Reliable CX (www.reliable.cx), helping organizations integrate AI into customer experience strategies. With over 15 years in CX design, he’s known for his mantra: “Automate the mundane, humanize the exceptional.”
AI Challenge – Join In!
This episode’s AI Challenge invites you to:

Analyze Customer Conversations – Use ChatGPT to extract insights from recorded calls.https://www.promptthis.ai/blog/how-to-use-ai-to-analyze-prospect-call-transcripts-for-sales-insights
Upgrade Your LinkedIn Headshot – Try an AI headshot tool like Secta to refresh your professional image.https://www.promptthis.ai/blog/prompt-this-ai-challenge-use-ai-to-create-a-new-headshot-for-your-linkedin-profile

We’ve posted step-by-step guides for both challenges in the blog links above.
Visit https://www.promptthis.ai/ai-challenges to read the articles, follow the instructions, and share your results with the community.
 
Chapter Breakdown
00:00 Intro & Guest Welcome Greg and Clint set the stage and introduce Charles Hicks.
02:40 Automate the Mundane, Humanize the Exceptional Charles explains his guiding principle and its impact on CX.
04:50 Practical AI in Action Real-world examples of using AI for transcripts, summaries, and strategy docs.
10:16 The Future of Jobs & AI Adoption Traps Why roles will shift, common mistakes leaders make, and how to avoid them.
19:53 Data Quality & AI Tools The reality of CRM data, plus Charles’ favorite AI tools for daily use.
26:11 Closing & AI Challenge Recap How to connect with Charles and take part in the AI Challenge.
 

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