Category: Customer Experience & Support
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“The organizations that are winning with AI in CX aren’t the ones deploying the most automation. They’re the ones who are most disciplined about where automation stops and human connection begins.” Laurent Pierre, Jr. The Moment That Changed How I Lead Customer experience is not a department. It is the most visible expression of your…
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“Metrics matter. But people matter more. The day we forget that — the day we let an algorithm make the call that should have been a conversation — is the day we start losing customers we didn’t have to lose.” Laurent Pierre, Jr. The future of customer support isn’t humans versus AI — it’s humans…
