Lauren Wood

And I'm curious when it comes to like marketing and content, how can companies leverage, if you have any thoughts on this, leverage generative AI while still keeping an air of authenticity and trust?

And I'm curious when it comes to like marketing and content, how can companies leverage, if you have any thoughts on this, leverage generative AI while still keeping an air of authenticity and trust?

And what I think is an important piece of this is that when the problem happens, human emotions start to get involved. 100%. This is my take on it. If you have an angry person, you need a person to connect with them and bring them back down.

And what I think is an important piece of this is that when the problem happens, human emotions start to get involved. 100%. This is my take on it. If you have an angry person, you need a person to connect with them and bring them back down.

And what I think is an important piece of this is that when the problem happens, human emotions start to get involved. 100%. This is my take on it. If you have an angry person, you need a person to connect with them and bring them back down.

It is very, very difficult for AI to emote and show empathy so that someone's... Literally, if your amygdala is activated and you're like, I am angry, I am in a fight or flight mode... That's when you have to have a human involved. That's when it's a human conversation.

It is very, very difficult for AI to emote and show empathy so that someone's... Literally, if your amygdala is activated and you're like, I am angry, I am in a fight or flight mode... That's when you have to have a human involved. That's when it's a human conversation.

It is very, very difficult for AI to emote and show empathy so that someone's... Literally, if your amygdala is activated and you're like, I am angry, I am in a fight or flight mode... That's when you have to have a human involved. That's when it's a human conversation.

And if we can avoid those high emotional experiences through frustration or things just not working the way they're supposed to or great disappointment, if we can avoid that altogether, then yes, AI can solve a lot of the problems. And so this is where the call for proactivity is so ultimately clear. Totally. We can just get ahead of it.

And if we can avoid those high emotional experiences through frustration or things just not working the way they're supposed to or great disappointment, if we can avoid that altogether, then yes, AI can solve a lot of the problems. And so this is where the call for proactivity is so ultimately clear. Totally. We can just get ahead of it.

And if we can avoid those high emotional experiences through frustration or things just not working the way they're supposed to or great disappointment, if we can avoid that altogether, then yes, AI can solve a lot of the problems. And so this is where the call for proactivity is so ultimately clear. Totally. We can just get ahead of it.

Yeah. I mean, it's one of the things that as a customer experience leader, my entire career, I've struggled with deeply because I intuitively know that if we are able to be proactive, if we're able to create a good experience, we will have more customers for longer who are happier and less expensive to support. Yep.

Yeah. I mean, it's one of the things that as a customer experience leader, my entire career, I've struggled with deeply because I intuitively know that if we are able to be proactive, if we're able to create a good experience, we will have more customers for longer who are happier and less expensive to support. Yep.

Yeah. I mean, it's one of the things that as a customer experience leader, my entire career, I've struggled with deeply because I intuitively know that if we are able to be proactive, if we're able to create a good experience, we will have more customers for longer who are happier and less expensive to support. Yep.

But it's very difficult to say how expensive that really is because the data just doesn't connect. And I want to dig into this a little bit. How have you seen companies starting to draw those lines using generative AI? What's the opportunity at play here?

But it's very difficult to say how expensive that really is because the data just doesn't connect. And I want to dig into this a little bit. How have you seen companies starting to draw those lines using generative AI? What's the opportunity at play here?

But it's very difficult to say how expensive that really is because the data just doesn't connect. And I want to dig into this a little bit. How have you seen companies starting to draw those lines using generative AI? What's the opportunity at play here?

Mm hmm. Thank you for bringing up that example. It's actually such a great case study on customer experience because it's exactly that. Instead of locking them in, instead of forcing someone to pay us money when they're resenting us for the amount of money that they're having to pay, how do we create ease? How do we make it so that they want to be here? I think it's such a great example.

Mm hmm. Thank you for bringing up that example. It's actually such a great case study on customer experience because it's exactly that. Instead of locking them in, instead of forcing someone to pay us money when they're resenting us for the amount of money that they're having to pay, how do we create ease? How do we make it so that they want to be here? I think it's such a great example.

Mm hmm. Thank you for bringing up that example. It's actually such a great case study on customer experience because it's exactly that. Instead of locking them in, instead of forcing someone to pay us money when they're resenting us for the amount of money that they're having to pay, how do we create ease? How do we make it so that they want to be here? I think it's such a great example.