John deLorimier, EVP at Concentra, shares how the role of AI and automation can optimize the customer experience.

In a virtual world, Customer Experience has definitively been at the forefront of the digital revolution. How has your company adapted to the new demands of the market? Many have been turning to AI and automation for an optimized experience.


On today’s show, John deLorimier, EVP at Concentra, joins us to discuss the role of AI in the customer experience. John shares how automation may be the competitive edge your team needs in order to bring more value to the customer journey and deliver on the brand promise.


Click here for the full podcast version of this interview.


How AI and Automation Can Optimize Customer Experience


  1. The role of automated intelligence in the customer experience. minute 4:58
  2. Equipping and educating your sellers through AI. minute 8:56
  3. Is AI a threat to B2B selling? minute 11:21


“AI can be doing things to make the value proposition, enhance the brand promise through the brand experience, better. From a medical standpoint, if you can start using AI to do predictive analytics on outcomes… we can now do some AI and say, ‘This is the best course of action for you.’ And now that absolutely makes an unbelievable brand experience. But the brand promise that my salespeople can go out and say, ‘This is how we do it.’ Now my value propositions off the charts because of using it that.”


New call-to-action



Matt Sharrers

Leads the firm's focus on the CEO’s role in accelerating revenue growth by embracing emerging best practices to grow revenue faster than the industry and competitors. 

Matt Sharrers is the CEO of SBI, a management consulting firm specialized in sales and marketing that is dedicated to helping you Make Your Number. Forbes recognizes SBI as one of The Best Management Consulting Firms in 2017.


Over the course of nearly a decade at SBI, Matt Sharrers was an instrumental early partner guiding SBI as the Senior Partner. Matt’s functional responsibilities included acting as the head of sales where he led SBI’s double-digit revenue growth, and was responsible for the hiring function to build SBI’s team of revenue generation experts.


Prior to joining SBI in 2009, Matt spent eleven years leading sales and marketing teams as a Vice President of Sales. Matt has “lived in the field.” As a result, he is the foremost expert in the art of separating fact from fiction as it relates to revenue growth best practices. CEOs and Private equity investors turn to Matt’s team at SBI when they need to unlock trapped growth inside of their companies.



Read full bio >