 |
The Reality of BusinessAuthor: Bob Morrell and Jeremy Blake
Welcome to The Reality of Business, the go-to podcast for insights, stories, and straight-talking advice on all things business.With over two decades of running Reality Training, Bob & Jeremy have coached thousands, spoken at global conferences, and worked with businesses of all sizes - from start-ups to household names. Their experience, paired with their unique storytelling style, makes this podcast a must-listen for anyone looking to sell smarter, lead better, and think differently about business.What Youll Get Expert insights & strategies to transform your approach Honest, light-hearted discussions - no corporate jargon, just real talk Lessons from global business leaders & industry disruptors Stories from working with world-renowned brandsLaunched in June 2021 as Bob & Jeremys Conflab, the show has evolved into The Reality of Business, delivering thought-provoking discussions, entertaining banter, and actionable takeaways to help you navigate the challenges of modern business.Why Listen? Want to sell more and manage better? Weve got you. Looking for fresh perspectives on leadership & sales? Youre in the right place. Need an engaging listen while you work, commute, or unwind? Were here for that too. Discover more about Reality Training & our work with global businesses: www.realitytraining.com Original music by Charlie Morrell.If you enjoy the show, leave a rating and review - wed love to hear your thoughts! Listen now & rethink the way you do business. Language: en-gb Genres: Business, Management Contact email: Get it Feed URL: Get it iTunes ID: Get it |
Listen Now...
AI & Customer Experience: Why Human Skills Matter More Now
Episode 6
Wednesday, 20 May, 2026
Bob and Jeremy share what they learned at a three-day London customer experience (CX) conference and why AI now sits inside almost every customer journey.As AI takes care of more of the routine work, the human conversations left behind are often the difficult ones – emotional complaints, complex problems, retention calls and moments where judgement still matters.Bob and Jeremy also challenge some of the thinking currently shaping contact centres, customer experience and customer service strategy.Across the episode they discuss:Why AI and customer experience are now impossible to separateThe rise of AI agents supporting both customers and frontline teamsHow far conversational AI can realistically goWhy Net Promoter Score (NPS) is becoming less trustworthyUsing AI to analyse customer conversations instead of relying on surveysThe gap between AI demos and what companies are actually implementingWhy human roles are shifting towards more emotional, high-stakes conversationsThe importance of smooth AI-to-human handoversThe cost, complexity and training challenges behind AI adoptionWhere the line currently sits between automation and human judgementAnd why customer service conversations are becoming more important commercially tooIf you work in customer experience, contact centres, customer service, sales leadership or CX strategy, this episode will give you plenty to think about.To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.
