Jean Thomas Celette (1)
Episode 47
Guest: Jean-Thomas Celette

AI: The Tipping Point to Self-Service? w/ Jean-Thomas Célette, Coresystems


The 2023 Service Leader’s Agenda found that the two biggest challenges service leaders face in 2023 are the workforce and talent shortage and the lack of resources to support service demand. The industry is at a tipping point when it comes to service delivery. More and more, customers are demanding the ability to self-service when possible, and overstretched organizations are realizing it is the best path forward.

Join the latest episode of the inService™ Podcast Live as Jean-Thomas Célette, CEO of Coresystems, stops by the studio. He’ll discuss how AI is helping organizations combat knowledge attrition and gain additional insights into the service process, starting with self-service. He’ll also discuss innovative – yet practical – ways AI is transforming the service journey, including predicting root causes, standardizing documentation, and more.

Jean-Thomas (JT) Célette is the CEO of Coresystems and his mission is to bring Service Management into the era of Artificial Intelligence. With a focus to continuously improve the end customer’s service experience by fixing their issues faster, he also addresses the industry’s most pressing problems: scarcity of talent, knowledge attrition caused by aging workforce, operational efficiency and sustainability.

Prior to taking the helm at Coresystems, his career has centered around bringing new technologies to work to increase efficiency, market access and safety. He has helped large corporations plan and execute their digital transformations, managed a drone manufacturer to successfully transform industries such as agriculture, mining and civil engineering, and most recently worked for Google.

Topics: Customer Experience, Technology

About the Host

John Carroll
John Carroll
Service CouncilCEO
ServiceCouncil H FC

John Carroll is an entrepreneurial, marketing and business development executive with a consistent record of growing revenue, market share and business valuation.

He founded Service Council™ in 2009 with a vision to create a platform for innovation sharing, shaping and sharpening; where uncommon service-centric businesses can emulate the strategies deployed by Global Service Leaders. Under Carroll’s direction, Service Council has grown from a groundbreaking idea to a community that features greater than 150,000 service executives worldwide across 6 continents, with representation in greater than 30 countries.

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