Lauren Wood

We are all in customer experience. If you are in business, you are in customer experience. So this applies to everyone.

We are all in customer experience. If you are in business, you are in customer experience. So this applies to everyone.

We are all in customer experience. If you are in business, you are in customer experience. So this applies to everyone.

I've learned so much. This has been truly a masterclass in business. Like I just said, it's not just customer experience and being able to really hear from top leaders, people who are at the top of their career, their peak of their career, who have seen so much sharing information with us. And it's also come at such an interesting time because of AI.

I've learned so much. This has been truly a masterclass in business. Like I just said, it's not just customer experience and being able to really hear from top leaders, people who are at the top of their career, their peak of their career, who have seen so much sharing information with us. And it's also come at such an interesting time because of AI.

I've learned so much. This has been truly a masterclass in business. Like I just said, it's not just customer experience and being able to really hear from top leaders, people who are at the top of their career, their peak of their career, who have seen so much sharing information with us. And it's also come at such an interesting time because of AI.

And even when we started this show a year and a half ago, AI was nowhere near where it is now in April 2025. And still, we are at the tip of the iceberg. But what I will say is that AI is radically changing customer experience. That might seem like an obvious statement, but it is wild what is happening. As a consumer, we can be excited about Because we will not need to be on hold any longer.

And even when we started this show a year and a half ago, AI was nowhere near where it is now in April 2025. And still, we are at the tip of the iceberg. But what I will say is that AI is radically changing customer experience. That might seem like an obvious statement, but it is wild what is happening. As a consumer, we can be excited about Because we will not need to be on hold any longer.

And even when we started this show a year and a half ago, AI was nowhere near where it is now in April 2025. And still, we are at the tip of the iceberg. But what I will say is that AI is radically changing customer experience. That might seem like an obvious statement, but it is wild what is happening. As a consumer, we can be excited about Because we will not need to be on hold any longer.

Like I would say in a year or two, we're not going to be dialing and being like, please hold. You have to wait 45 minutes that or like two hours like that. We are done. We are done with that. We can now have the phone answered immediately. It will be an AI. It will speak to us as a human and we will be able to get a large portion of our problems solved in that way. So like that is exciting.

Like I would say in a year or two, we're not going to be dialing and being like, please hold. You have to wait 45 minutes that or like two hours like that. We are done. We are done with that. We can now have the phone answered immediately. It will be an AI. It will speak to us as a human and we will be able to get a large portion of our problems solved in that way. So like that is exciting.

Like I would say in a year or two, we're not going to be dialing and being like, please hold. You have to wait 45 minutes that or like two hours like that. We are done. We are done with that. We can now have the phone answered immediately. It will be an AI. It will speak to us as a human and we will be able to get a large portion of our problems solved in that way. So like that is exciting.

From a customer experience standpoint that goes beyond that, brands have now the ability to understand us so much better. The insights that they can glean from any interaction that we're having with them can now be processed. We can take that unstructured data and process it. And brands can get a lot smarter about what is actually in our best interest.

From a customer experience standpoint that goes beyond that, brands have now the ability to understand us so much better. The insights that they can glean from any interaction that we're having with them can now be processed. We can take that unstructured data and process it. And brands can get a lot smarter about what is actually in our best interest.

From a customer experience standpoint that goes beyond that, brands have now the ability to understand us so much better. The insights that they can glean from any interaction that we're having with them can now be processed. We can take that unstructured data and process it. And brands can get a lot smarter about what is actually in our best interest.

And it is something that a brand needs to choose to do. It is something a company needs to choose to do, but the opportunity is there. And I'm just so excited about that aspect of it because as someone who's worked in customer experience my whole career, I am constantly spending a ridiculous amount of time, like before a year starts,

And it is something that a brand needs to choose to do. It is something a company needs to choose to do, but the opportunity is there. And I'm just so excited about that aspect of it because as someone who's worked in customer experience my whole career, I am constantly spending a ridiculous amount of time, like before a year starts,

And it is something that a brand needs to choose to do. It is something a company needs to choose to do, but the opportunity is there. And I'm just so excited about that aspect of it because as someone who's worked in customer experience my whole career, I am constantly spending a ridiculous amount of time, like before a year starts,

I would spend so much time gathering insights to then go to the product team to say, Hey, customers care about this. Like we don't need to do that anymore. Now it's, it is data that is processed and we can, we can share it effectively. The other thing that we've talked about this quite a bit, but my second lesson would be that customer experience is not a department. It is a mindset.

I would spend so much time gathering insights to then go to the product team to say, Hey, customers care about this. Like we don't need to do that anymore. Now it's, it is data that is processed and we can, we can share it effectively. The other thing that we've talked about this quite a bit, but my second lesson would be that customer experience is not a department. It is a mindset.