Gavin Blair

my ability to call them or interact with them and not be navigating through, frankly, a labyrinth of IVR prompts and questions and what I can see in the background being these tiered teams in locations all over the world. gatekept from actually ultimately being able to solve your problem.

They're literally gatekept and the team that they need to be able to communicate with to actually do what they need to do is a location or a time zone away. It's the

They're literally gatekept and the team that they need to be able to communicate with to actually do what they need to do is a location or a time zone away. It's the

They're literally gatekept and the team that they need to be able to communicate with to actually do what they need to do is a location or a time zone away. It's the

know it's funny how things kind of come back a little bit as in as you know i'm sure there there's that point where the rise of the uh first touch resolution was like a nice thing and you know in the cx into it's like bringing it back to that by the way and actually thinking about how your systems and your tools optimize for that uh would be most welcome to me so i think coming into bright harbor and designing what we have

know it's funny how things kind of come back a little bit as in as you know i'm sure there there's that point where the rise of the uh first touch resolution was like a nice thing and you know in the cx into it's like bringing it back to that by the way and actually thinking about how your systems and your tools optimize for that uh would be most welcome to me so i think coming into bright harbor and designing what we have

know it's funny how things kind of come back a little bit as in as you know i'm sure there there's that point where the rise of the uh first touch resolution was like a nice thing and you know in the cx into it's like bringing it back to that by the way and actually thinking about how your systems and your tools optimize for that uh would be most welcome to me so i think coming into bright harbor and designing what we have

I'm paranoid about how technology does play a role in all these things. There are so many easy wins ultimately to have with introducing these tools in the right way. It lets you scale quicker. It lets you hire less. It lets you improve quality and efficiency in what you deliver to customers. But for me, the baseline obviously starts with a end-to-end human experience and

I'm paranoid about how technology does play a role in all these things. There are so many easy wins ultimately to have with introducing these tools in the right way. It lets you scale quicker. It lets you hire less. It lets you improve quality and efficiency in what you deliver to customers. But for me, the baseline obviously starts with a end-to-end human experience and

I'm paranoid about how technology does play a role in all these things. There are so many easy wins ultimately to have with introducing these tools in the right way. It lets you scale quicker. It lets you hire less. It lets you improve quality and efficiency in what you deliver to customers. But for me, the baseline obviously starts with a end-to-end human experience and

The baseline, the measurements for what that quality is are established there. And then you're fitting in the tools against that benchmark. And that's just a sequence. That's just kind of like working through a sequence there. I'm sure I'm not the only one that thinks that AI is not a binary and it's talked a lot about that way. Like it's a cold replacement of something or it's just a switchover.

The baseline, the measurements for what that quality is are established there. And then you're fitting in the tools against that benchmark. And that's just a sequence. That's just kind of like working through a sequence there. I'm sure I'm not the only one that thinks that AI is not a binary and it's talked a lot about that way. Like it's a cold replacement of something or it's just a switchover.

The baseline, the measurements for what that quality is are established there. And then you're fitting in the tools against that benchmark. And that's just a sequence. That's just kind of like working through a sequence there. I'm sure I'm not the only one that thinks that AI is not a binary and it's talked a lot about that way. Like it's a cold replacement of something or it's just a switchover.

It's very much a scale. And that's something that I learned at Lemonade in the insurance and claims space. where as Lemonade was kind of pioneering the use of AI to settle claims and to be technology within the insurance industry, there is this scale, mostly around complexity, of what AI can just get to and where it is ultimately, in my mind, going to kind of stay.

It's very much a scale. And that's something that I learned at Lemonade in the insurance and claims space. where as Lemonade was kind of pioneering the use of AI to settle claims and to be technology within the insurance industry, there is this scale, mostly around complexity, of what AI can just get to and where it is ultimately, in my mind, going to kind of stay.

It's very much a scale. And that's something that I learned at Lemonade in the insurance and claims space. where as Lemonade was kind of pioneering the use of AI to settle claims and to be technology within the insurance industry, there is this scale, mostly around complexity, of what AI can just get to and where it is ultimately, in my mind, going to kind of stay.

And maybe is that like 60 max, 70% mark, where on the top of this tier is just... difficult, complex situations like a total fire loss into your home, a total loss of your home. that is an example where you're not going to have AI solve everything. And so it's a hybrid thing for me. It's about the interplay very much between the humans and the systems.

And maybe is that like 60 max, 70% mark, where on the top of this tier is just... difficult, complex situations like a total fire loss into your home, a total loss of your home. that is an example where you're not going to have AI solve everything. And so it's a hybrid thing for me. It's about the interplay very much between the humans and the systems.

And maybe is that like 60 max, 70% mark, where on the top of this tier is just... difficult, complex situations like a total fire loss into your home, a total loss of your home. that is an example where you're not going to have AI solve everything. And so it's a hybrid thing for me. It's about the interplay very much between the humans and the systems.

It's about the power suit of armor and a power suit that you put in a person into where AI enhances and amplifies everything they do, but ultimately isn't replacing it. So as an organization, you're kind of drawing the line and being very clear with yourselves.