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Service Council inService Podcast SeriesAuthor: Service Council
Interviews uncovering best practices by world-class Service, Customer Experience, and Customer Support Executives Language: en Genres: Business, Management Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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EP102 - AI Adoption: When Behavior Drives or Derails Success w/ Adi Frenkenberg
Episode 102
Monday, 27 April, 2026
Service Council’s research has found that the drivers behind AI adoption are much more complex than many service organizations expect. While it’s common to point to generational differences as the reason for how people engage with new technology, the reality is far more nuanced.Join us on Thursday, April 16th at 12pm EST, as we break down what really drives AI adoption. We’ll hear from Adi Frenkenberg, Senior Customer Success Manager at Aquant, who brings her expertise in organizational behavior and AI to help unpack what’s influencing adoption. We’ll also share insights from our Voice of the Frontline research, which looks at the role of culture and the key touchpoints across the employee experience.Don’t miss this deep dive into the behavioral drivers and roadblocks shaping AI adoption in service, and how factors like culture, team structure, and organizational maturity influence what it takes to move from pilot to impact.Adi Frenkenberg is Senior Customer Success Manager at Aquant, where she helps enterprises in manufacturing, medical devices, and heavy equipment leverage AI to unify data, close skills gaps, and improve service outcomes. She also lectures on the Behavioral Science of AI Adoption at Reichman University, bringing her expertise in organizational behavior, management, and technology adoption to both students and professionals. Adi has a strong background in customer success, data analysis, and AI adoption, combining hands-on experience with academic insight to help organizations turn innovation into impact.
