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AI’s Customer Service Impact: Siddhartha Sharad on Disruption of Machine-Led Interactions

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Join Karla Jo Helms on the Disruption InterruptionTM podcast as she sits down with Siddhartha Sharad, a customer experience expert, to delve into the transformative impact of digital transformation and artificial intelligence (AI) on customer service. They discuss shifting from traditional customer service models to AI-enabled strategies, emphasizing the strategic balance between experimentation, employee engagement, and scalable AI implementation.

TAMPA BAY, Fla., July 1, 2024 /PRNewswire-PRWeb/ — In transformed organizations, research estimates AI could add up to $1 trillion in annual value, with revamped customer service as a major contributor. This transformation is driven by increased customer acceptance of machine-led interactions, the growing accessibility of related technologies, and an enhanced understanding of customer behaviors through expanding data pools. (1) Karla Jo Helms (KJ), host of the Disruption Interruption podcast, sits down with Siddhartha Sharad, a trailblazer in the field of customer service advisory and a distinguished leader in business transformation, to analyze the profound impact of digital transformation and AI on customer service. They explore how these technologies are unlocking untapped potential and driving unprecedented value. “For me, disruptive innovation is about continuous improvement and driving value for both the business and its customers. The fundamental principle behind this is to keep it simple, identify the problem first, and then focus on execution.”

Generative AI Revolutionizes Customer Service
Customer service has long been a critical aspect of business operations, traditionally focused on scale, efficiency, and delivering stellar customer experiences. However, the landscape is changing rapidly with the advent of AI. “The traditional model of customer service involved scaling capabilities by adding more people. But today, finding skilled labor is increasingly difficult, and there are inflationary pressures,” Sharad explains. “Now it’s about solving problems with technology and data capabilities to position organizations for long-term success.”

“For me, disruptive innovation is about continuous improvement and driving value for both the business and its customers,” Siddhartha Sharad states. “The fundamental principle behind this is to keep it simple, identify the problem first, and then focus on execution.”

Generative AI is set to revolutionize customer service by creating a mix of human, automated, augmented, and new high-value tasks. This technology enables companies to provide proactive, personalized service, enhancing customer engagement and reducing costs while requiring human oversight to ensure accuracy and ethical behavior. As generative AI evolves alongside its adoption, it will continuously disrupt industries, offering unprecedented opportunities for innovation and problem-solving, thus empowering companies to gain a competitive edge. (2)

Sharad notes that approximately 30-40% of customer interactions are complex and require a human touch, but the majority are repetitive and transactional, making them ideal for automation through AI.

Transforming Customer Service with AI
Sharad shares how implementing AI in customer service faces challenges, particularly in shifting the perception from a cost center to a value center. He discusses how organizations must move beyond pilot projects to achieve real progress, leveraging AI to enhance productivity, revenue growth, and customer experiences. Success in AI adoption requires effective communication, employee engagement, high-quality data, skilled talent, and sufficient resources, with significant advancements expected to automate up to 70% of customer service interactions in the near future.

Links:
Disrupting the $100B+ US Customer Service Industry Using AI, with Siddhartha Sharad
https://omny.fm/shows/disruption-interruption/disrupting-the-100b-us-customer-service-industry-u?in_playlist=podcast
LinkedIn: https://www.linkedin.com/in/sidsharad/
Company Website: https://www.westmonroe.com/

Disruption Interruption is the podcast where you will hear from today’s biggest Industry Disruptors. Learn what motivated them to bring about innovation and how they overcame opposition to adoption.

Disruption Interruption can be listened to in Apple’s App Store and Spotify.

About Disruption InterruptionTM
Disruption is happening on an unprecedented scale, impacting all manner of industries— MedTech, Finance, IT, eCommerce, shipping, logistics, and more—and COVID has moved their timelines up a full decade or more. But WHO are these disruptors and when did they say, “THAT’S IT! I’VE HAD IT!”? Time to Disrupt and Interrupt with host Karla Jo “KJ” Helms, veteran communications disruptor. KJ interviews badasses who are disrupting their industries and altering economic networks that have become antiquated with an establishment resistant to progress. She delves into uncovering secrets from industry rebels and quiet revolutionaries that uncover common traits—and not-so-common—that are changing our economic markets… and lives. Visit the world’s key pioneers that persist to success, despite arrows in their backs at http://www.disruption-interruption.com.

About Siddhartha Sharad
Siddhartha Sharad is a Customer Experience Expert who helps enterprises realize business value through technology automation and artificial intelligence. Siddhartha has built a strong reputation as a strategic client advisor, a true “problem solver” and a business leader with proven experience in fostering innovation-led growth.

Siddhartha’s recipe for success is simple: strike the right balance of problem-solving intelligence (IQ), emotional awareness (EQ), and execution focus (XQ). He’s honed that formula through hands-on experience running complex transformation projects and managing business P&Ls.

He successfully executed the turnaround of a Pharma & Life Sciences solutions business within 15 months by updating the customer service technology platform, revitalizing the workforce to deliver a better patient experience, and instilling a culture of innovation and change. Results achieved – $8 million in annual savings, 500% growth in the pipeline and a 10-point increase in client Net Promoter Scores.

He holds a Bachelor in Electrical Engineering from the Indian Institute of Technology, Mumbai and a Master in Business Administration from the Indian Institute of Management, Kolkata.

About Karla Jo Helms
Karla Jo Helms is the Chief Evangelist and Anti-PR® Strategist for JOTO PR Disruptors™. Karla Jo learned firsthand how unforgiving business can be when millions of dollars are on the line — and how the control of public opinion often determines whether one company is happily chosen, or another is brutally rejected. Being an alumnus of crisis management, Karla Jo has worked with litigation attorneys, private investigators, and the media to help restore companies of goodwill into the good graces of public opinion — Karla Jo operates on the ethic of getting it right the first time, not relying on second chances and doing what it takes to excel. Helms speaks globally on public relations, how the PR industry itself has lost its way, and how, in the right hands, corporations can harness the power of Anti-PR to drive markets and impact market perception.

References
1. Das, Avinash Chandra, et al. “The next Frontier of Customer Engagement: Ai-Enabled Customer Service.” McKinsey & Company, McKinsey & Company, 27 Mar. 2023,
2. Daugherty , Paul, et al. “Generative AI Will Enhance – Not Erase – Customer Service Jobs.” Harvard Business Review, 3 Apr. 2023, hbr.org/2023/03/generative-ai-will-enhance-not-erase-customer-service-jobs.

Media Inquiries:
Karla Jo Helms 
JOTO PR™ 
727-777-4619 
jotopr.com 

Media Contact

Karla Jo Helms, JOTO PR™, 727-777-4629, khelms@jotopr.com, jotopr.com

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SOURCE Disruption Interruption

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BMO Named Best Bank in North America, Western U.S. and Transaction Banking in North America by Global Finance

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Recognition highlights BMO’s investment in artificial intelligence, digital innovation and client experience 

TORONTO and CHICAGO and SAN FRANCISCO, June 18, 2026 /CNW/ – BMO today announced it has been recognized by Global Finance with three top honours: Best Bank in North America, Best Bank in the Western United States, and Best Bank for Transaction Banking in North America, spanning the publication’s World’s Best Banks and Treasury & Cash Management Awards programmes.

The recognition reflects BMO’s strength across its North American platform and continued momentum in key markets, as well as its leadership in treasury management, digital payments, artificial intelligence and liquidity solutions.

Together, the awards underscore BMO’s progress in scaling digital capabilities, advancing AI across its operations, and deepening client relationships to deliver more connected, innovative and client-focused banking experiences.

“Team BMO is focused on helping our clients make real financial progress with expert advice, innovative products and services, and world-class experiences,” said Darryl White, CEO, BMO Financial Group. “By integrating AI across our business, we’re personalizing client experiences, augmenting our teams with deeper insights, and automating how we deliver simpler, more proactive support – this recognition reflects our client commitment, the strength of our North American platform, and disciplined execution of our strategy.”

The Global Finance World’s Best Banks awards recognize financial institutions that demonstrate strong financial performance, strategic growth, and innovation in products and services.

“Being named Best Bank in the Western U.S. speaks to the momentum we’re building in key markets and the way our teams are showing up for clients every day,” said Darrel Hackett, U.S. CEO, BMO. “We’re focused on making banking more simple, connected and personal by combining strong local relationships with the scale and capabilities of a leading U.S. bank.”

Across North America, BMO continues to invest in technology and innovation to enhance the client experience – expanding digital capabilities and embedding AI across client engagement, risk management and operations. These investments are driving faster decisions, deeper insights and more connected financial services.

“We’re proud to be recognized for our leadership in transaction banking across North America. Our focus is clear – deliver smarter, faster and more connected treasury and payment solutions for clients,” said Sharon Haward-Laird, Group Head, Canadian Commercial Banking & North American Integrated Solutions, BMO. “By combining innovation, data and AI, we’re helping clients manage liquidity and drive their businesses forward.”

BMO has earned global recognition for AI talent development, reflecting its enterprise-wide approach to building and scaling advanced capabilities. With AI adoption exceeding 96% across employees and intelligent agents supporting frontline and operational teams, AI is embedded across the bank’s businesses. Guided by strong Responsible AI governance, BMO continues to advance AI and quantum innovation through the BMO Institute for Applied AI and Quantum – personalizing client experiences, augmenting teams and automating operations at scale.

To learn more about BMO’s AI and digital-first strategy, please visit: https://www.bmo.com/en-ca/main/about-bmo/our-impact/clients/technology-innovation/.

About BMO Financial Group
BMO Financial Group is the eighth largest bank in North America by assets, with total assets of $1.5 trillion as of April 30, 2026. Serving clients for more than 200 years, BMO provides a broad range of personal and commercial banking, wealth management, global markets and investment banking products and services across Canada, the United States, and select markets globally. BMO is innovating for business value, by deploying and integrating human, digital and artificial intelligence to personalize client experiences, augment teams, and automate its business responsibly. Driven by its purpose, to Boldly Grow the Good in business and life, BMO is committed to driving positive change in the world, and making progress for a thriving economy, sustainable future, and stronger communities.

View original content:https://www.prnewswire.com/news-releases/bmo-named-best-bank-in-north-america-western-us-and-transaction-banking-in-north-america-by-global-finance-302804218.html

SOURCE BMO Financial Group – Communications

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HawkEye 360 Announces New Leadership for Innovative Signal Analysis

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HERNDON, Va., June 18, 2026 /PRNewswire/ — HawkEye 360, Inc. (NYSE: HAWK), the global leader in signals intelligence data and analytics, today announced leadership changes within Innovative Signal Analysis (ISA), now part of HawkEye 360, appointing Cory Peichel as Senior Vice President and General Manager of HawkEye–ISA and Mark Volpi as Vice President and Deputy General Manager.

Cory will serve as the executive leader, responsible for end‑to‑end business performance. Reporting directly to the Chief Operating Officer of HawkEye 360, he will guide mission delivery excellence and serve as the senior customer‑facing executive for HawkEye–ISA. He will also lead the business sectors and functional disciplines responsible for delivering solutions and capabilities to address customer requirements and ensure disciplined execution across all portfolios.

Mark will serve as the deputy, supporting all aspects of strategic execution, operational performance, and customer engagement. His role will reinforce leadership continuity and strengthen alignment across the organization.

Both leaders bring significant technical expertise, deep knowledge of ISA’s mission, and a strong track record across the defense and intelligence community. They played key roles in integrating ISA with HawkEye 360 and have helped guide the organization through its transition to becoming a new public company with HawkEye 360’s IPO in May. Their practical leadership and customer‑focused approach continue to support how our teams adapt and work together in this new phase of growth.

“This leadership transition strengthens our commitment to delivering sophisticated, timely, and high‑confidence analytics to our defense, intelligence, and national security partners,” said Todd Probert, Chief Operating Officer of HawkEye 360. “Cory and Mark’s technical insight, operational discipline, and long‑standing mission focus position HawkEye–ISA for continued growth. Their leadership will help accelerate innovation and expand the value we deliver through advanced analytics and RF data solutions.”

The enhanced leadership structure reinforces HawkEye 360’s dedication to supporting critical national security missions, expanding advanced analytic capabilities, and delivering faster, more accurate insights that empower customers with the information advantage needed to address emerging threats.

We extend our sincere appreciation to ISA’s Founders, Stacy Kniffen and David Stevens, for their leadership and dedication to the defense and intelligence mission. We are grateful that they will continue to support the organization and the commitments we have made to provide world-class solutions to our customers.

About HawkEye 360
HawkEye 360 is equipping defense, intelligence, and national security leaders with mission-critical electronic warfare to enable faster, better decision-making. By detecting, geolocating, and characterizing radio-frequency emissions worldwide, HawkEye 360 delivers trusted domain awareness and early-warning indicators to the US Government and allied partners. Our space-based collection, proprietary signal processing, and AI-powered analytics transform knowledge of RF spectrum into a strategic advantage. Proven by operational mission success, HawkEye 360 is redefining how signals intelligence strengthens national and global security.

Forward-Looking Statements

This press release includes forward-looking statements within the meaning of the “safe harbor” provisions of the Private Securities Litigation Reform Act of 1995. All statements contained in this press release, other than statements of historical fact, are forward-looking statements and represent the Company’s views as of the date of this press release. The words “will,” “expects,” “plans,” “could,” “would,” “believes,” “anticipates,” “intends,” “may,” “continue,” “estimate,” or similar expressions are intended to identify forward-looking statements. The Company has based these forward-looking statements on its current expectations and projections about future events and financial trends that the Company believes may affect its financial condition, results of operations, business strategy, short-term and long-term business operations and objectives and financial needs. These forward-looking statements are subject to a number of assumptions and risks and uncertainties, many of which involve factors or circumstances that are beyond the Company’s control that could affect its financial results. These risks and uncertainties are detailed in the sections titled “Risk Factors” and “Management’s Discussion and Analysis of Financial Condition and Results of Operations” in the Company’s final prospectus related to its initial public offering, dated May 6, 2026, and other filings that the Company makes from time to time with the SEC, which are available on the SEC’s website at sec.gov. Moreover, the Company operates in a very competitive and rapidly changing environment. New risks emerge from time to time. It is not possible for management to predict all risks, nor can the Company assess the impact of all factors on its business or the extent to which any factor, or combination of factors, may cause actual results to differ materially from those contained in any forward-looking statements the Company may make. In light of these risks, uncertainties and assumptions, the future events and trends discussed in this press release may not occur and actual results could differ materially and adversely from those anticipated or implied in any forward-looking statements. Except as required by law, the Company is under no obligation to update these forward-looking statements subsequent to the date of this press release, or to update the reasons if actual results differ materially from those anticipated in the forward-looking statements.

View original content to download multimedia:https://www.prnewswire.com/news-releases/hawkeye-360-announces-new-leadership-for-innovative-signal-analysis-302804767.html

SOURCE HawkEye 360 Inc.

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The Andersons, Inc. Declares Cash Dividend for Third Quarter 2026

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MAUMEE, Ohio, June 18, 2026 /PRNewswire/ — The Andersons, Inc. (Nasdaq: ANDE) announces a third quarter 2026 cash dividend of 20 cents ($0.20) per share payable on July 22, 2026, to shareholders of record as of July 01, 2026.

This is The Andersons 119th consecutive quarterly cash dividend since listing on the Nasdaq in February 1996.

About The Andersons, Inc.

The Andersons, Inc., is a North American agriculture and renewable fuels company. Guided by its Statement of Principles, The Andersons is committed to providing extraordinary service to its customers, helping its employees improve, supporting its communities, and increasing the value of the company. For more information, please visit www.andersonsinc.com.  

View original content to download multimedia:https://www.prnewswire.com/news-releases/the-andersons-inc-declares-cash-dividend-for-third-quarter-2026-302804685.html

SOURCE The Andersons, Inc.

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