In this episode of Experience Dialogue, Karpagam (Kay) Narayanan (CEO of Ascendo AI) sits down with Tina Dao (Founder, Liberated Leaders) and Roy Dockery (Senior Director, Field Services Industrial Equipment & Healthcare Technology Research, TSIA) to explore how AI agents, skill trades, and the rise of the New Collar workforce are reshaping field service and customer support.This conversation dives into how AI for field service and AI service automation are transforming industries like industrial equipment, healthcare technology, and service operations. As companies face a growing talent gap, the shift toward skills-based hiring, apprenticeships, and AI workflow automation is becoming critical.Roy Dockery shares insights from his work in field service management, predictive maintenance, and industrial AI, while Tina Dao explains how the next generation can thrive by mastering learning agility and emotional intelligence in an AI-driven world.They also discuss how AI agents and enterprise AI agents can support technicians, accelerate onboarding, and improve customer support through real-time diagnostics, automation, and decision-making.If you're exploring:What are AI agents and how they work in real-world operationsThe future of AI for customer service and AI support automationHow AI automation software is changing business operationsThe role of AI in customer support and service intelligenceThis episode gives you a practical, industry-backed perspective.Guests:Tina Dao – Founder, Liberated LeadersRoy Dockery – Senior Director, Field Services Industrial Equipment & Healthcare Technology Research, TSIA

Why Healthcare Support is Facing a Talent Crisis and How AI is the Cure.In this episode of the Experience Dialogue, Ascendo AI CEO KAY sits down with Jaspreet Singh, a veteran executive with over three decades of experience leading customer-centric organizations.While the technology sector sees a shift in the labor market, the healthcare and medical device industries are facing a different reality: a massive shortage of specialists and a workforce nearing retirement. Jaspreet shares how his transition from tech giants like Microsoft and Autodesk into the healthcare space revealed a critical opportunity: using AI not to replace humans, but to amplify them.In this discussion, we explore:The 50% Productivity Boost: How automating mundane administrative tasks (the "mundane") allows specialists to focus on high-value patient outcomes.Carbon vs. Silicon Employees: Navigating the new reality of managing a hybrid workforce of human experts and AI agents.Change Management in Regulated Industries: How leaders can move the needle in HIPAA-compliant environments without compromising safety or privacy.Role-Modeling AI: Why the next generation of leadership must be "AI Native" to drive true organizational transformation.About Our Guest: Jaspreet SinghJaspreet is a seasoned Chief Customer Officer and General Management leader with a 30-year track record of scaling global post-sales operations. Having held pivotal leadership roles at Microsoft and Autodesk, he has mastered the entire customer lifecycle, from professional services and consulting to sales excellence and support. Today, he is dedicated to applying his deep technical expertise to solve the complex challenges of the healthcare industry, focusing on personalized medicine and improving the patient-provider journey through intentional technology adoption.

Join host Kay as she sits down with three inspiring leaders from the Women in Leadership (WIL) Society in the Healthcare Technology Management (HTM) industry—April Lebo, Amber Sportsman, and Adrianna England—for an engaging conversation about their journeys, challenges, and the power of authentic relationships in a male-dominated field. In this episode, they discuss: -The mission of WIL and why it was created to support women in HTM. -Personal stories of breaking barriers, from sales to executive leadership. -The importance of mentorship, representation, and community in professional growth. -Tips for first-time attendees at AAMI Exchange/HTM conferences (including how to spot the WIL pins!). -Overcoming self-doubt and embracing opportunities—even without a traditional college degree. Whether you're in HTM, healthcare sales, or any tech-driven industry, this conversation is packed with empowering advice, relatable struggles, and actionable insights to help you thrive. 🔔 Stay tuned for more inspiring stories, and don’t forget to connect with WIL at the next AAMI event! #WomenInLeadership #HTM #HealthcareTechnology #WomenInTech #AAMI #Networking

Want to enhance your customer service operations? Join us as Kay delves into the realm of customer experience with special guest Volker Hildebrand, a seasoned expert with extensive experience in CRM, B2B marketplaces, and roles at SAP and SugarCRM. Walker shares his holistic approach to customer support, emphasizing the importance of viewing service from the customer's perspective. Learn how to transform your support strategies to deliver exceptional customer experiences across all touchpoints. This episode is essential for anyone looking to elevate their service operations to new heights.

Want to improve your service operations? Join us as Kay explores the concept of Knowledge Intelligence with special guest Bret Allinson, a leader with extensive experience at major companies like Veritas, Avaya, Xerox, HP, and Dell. Bret shares his insights on how Knowledge Intelligence can empower your service teams and transform the way you support your customers. This video is a must-watch for anyone looking to take their service support to the next level!

Struggling with AI adoption? This podcast episode is for you! Join us as investment whiz Anita dismantles common roadblocks like stakeholder alignment and ROI skepticism. Learn how to optimize your AI journey with practical tips on vendor collaboration, measurable ROI goals, and proven success strategies. Watch and unlock the full potential of AI for your business!

Buckle up for a deep dive into Customer Experience (CX) leadership! This episode features Jeb Dasteel, a seasoned CCO, as he shares his war stories and wisdom. They delve into the unique challenges CX leaders face, from navigating uncharted territory to overcoming a lack of established playbook. If you're a CX leader or aspire to be one, don't miss Jeb's insights on how to thrive in this ever-changing landscape and avoid the pitfalls he's encountered.

This Podcast episode dives into proactive metrics for customer support operations with Charlotte Ward, Head of Support at Snowplow. Traditional support metrics often focus on reactive solutions. Here, Charlotte discusses a framework for using data proactively to identify and address customer issues before they arise. The episode explores key proactive metrics, how to analyze data through this lens, and a real-world example of transitioning to a proactive approach. You'll gain valuable insights and actionable strategies to implement proactive metrics within your own support team.