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E9: The impact of Generative AI in customer service: a Google perspective with John Lush.

In this episode Oliver Lennon welcomes John Lush, an esteemed expert in the realm of customer service and experience. Boasting two decades of hands-on expertise, John’s prowess spans contact centres, CRM platforms, self-service tools, online chat, social media, mobile apps and IVR. His innovative approach and leadership skills have been instrumental in prominent organisations like Vodafone, Accenture, Eir Ireland and notably, Google. As Solutions Consultant at Google, John is responsible for improving the performance of Google’s worldwide support operations across a number of product areas.

Gain insights from John as he shares the Google perspective on Generative AI and get an answer to the intriguing query: “Do you eat your own dog food?” John discusses agent productivity and self-service paradigms, evaluating the impact of Generative AI and other technological advancements. John also offers a visionary glimpse into the evolution of customer service over the next 20 years.


About ‘The Syndeo Podcast’

The Syndeo Podcast, hosted by Oliver Lennon delves deep into all things Conversational AI with some of the sharpest brains from the most innovative companies in the world of Customer Experience (CX). These are not a series of interviews, but conversations – a regular discourse designed to provoke, educate and enlighten business professionals with insights, learning and guidance on leveraging conversational AI to deliver meaningful CX.

Available across all major podcast platforms.

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