Lauren Wood

getting back to someone immediately, I actually think is the kindest thing that you can do instead of having them sit there and wait. And so how can we leverage AI to really support people and their needs? And I think that what that requires is for our teams to think about what is the customer experiencing at this moment?

getting back to someone immediately, I actually think is the kindest thing that you can do instead of having them sit there and wait. And so how can we leverage AI to really support people and their needs? And I think that what that requires is for our teams to think about what is the customer experiencing at this moment?

getting back to someone immediately, I actually think is the kindest thing that you can do instead of having them sit there and wait. And so how can we leverage AI to really support people and their needs? And I think that what that requires is for our teams to think about what is the customer experiencing at this moment?

If a customer just had a total loss and now they're sitting, pressing all these buttons and then waiting on hold for a really long time, is that the most empathetic experience? How can we speed that up? How can we reallocate our resources so that our team can be there right away and we can have AI take care of some of the low-hanging fruit that don't require it? human to be involved.

If a customer just had a total loss and now they're sitting, pressing all these buttons and then waiting on hold for a really long time, is that the most empathetic experience? How can we speed that up? How can we reallocate our resources so that our team can be there right away and we can have AI take care of some of the low-hanging fruit that don't require it? human to be involved.

If a customer just had a total loss and now they're sitting, pressing all these buttons and then waiting on hold for a really long time, is that the most empathetic experience? How can we speed that up? How can we reallocate our resources so that our team can be there right away and we can have AI take care of some of the low-hanging fruit that don't require it? human to be involved.

And so, yeah, I completely agree with you. It's definitely a hybrid approach. And where I think things get dicey is when we're talking about AI as a replacement. Even if it can, should it replace the human touch and a human voice? I say no, but I'm sure that there are some people who disagree with me.

And so, yeah, I completely agree with you. It's definitely a hybrid approach. And where I think things get dicey is when we're talking about AI as a replacement. Even if it can, should it replace the human touch and a human voice? I say no, but I'm sure that there are some people who disagree with me.

And so, yeah, I completely agree with you. It's definitely a hybrid approach. And where I think things get dicey is when we're talking about AI as a replacement. Even if it can, should it replace the human touch and a human voice? I say no, but I'm sure that there are some people who disagree with me.

Oh my God, I so, I totally agree with this. When I was at Too Good To Go, which is a global surplus food marketplace who works with everything from big, large enterprise grocery stores to small mom and pop shops, we found that texting kind of obviously was the best way to communicate with our independent customers because they're small business owners. They're running around their stores.

Oh my God, I so, I totally agree with this. When I was at Too Good To Go, which is a global surplus food marketplace who works with everything from big, large enterprise grocery stores to small mom and pop shops, we found that texting kind of obviously was the best way to communicate with our independent customers because they're small business owners. They're running around their stores.

Oh my God, I so, I totally agree with this. When I was at Too Good To Go, which is a global surplus food marketplace who works with everything from big, large enterprise grocery stores to small mom and pop shops, we found that texting kind of obviously was the best way to communicate with our independent customers because they're small business owners. They're running around their stores.

They're going out to like pick up more supplies. they're not on their email. And when we, it was kind of this like major aha moment of, oh, if we text them, one, they respond to us. And two, they are more engaged with us. And three, they are happier talking to us because we're meeting them where they're at. And I've seen some amazing use cases of SMS, especially recently.

They're going out to like pick up more supplies. they're not on their email. And when we, it was kind of this like major aha moment of, oh, if we text them, one, they respond to us. And two, they are more engaged with us. And three, they are happier talking to us because we're meeting them where they're at. And I've seen some amazing use cases of SMS, especially recently.

They're going out to like pick up more supplies. they're not on their email. And when we, it was kind of this like major aha moment of, oh, if we text them, one, they respond to us. And two, they are more engaged with us. And three, they are happier talking to us because we're meeting them where they're at. And I've seen some amazing use cases of SMS, especially recently.

I think I'm not exactly sure the mechanics of this, but I'm sure AI is helping to enable us to have better texting capabilities. So I don't know if you know much about what's happening in the back end. If so, I'd love to hear about it.

I think I'm not exactly sure the mechanics of this, but I'm sure AI is helping to enable us to have better texting capabilities. So I don't know if you know much about what's happening in the back end. If so, I'd love to hear about it.

I think I'm not exactly sure the mechanics of this, but I'm sure AI is helping to enable us to have better texting capabilities. So I don't know if you know much about what's happening in the back end. If so, I'd love to hear about it.

Just to add on to that as well, because I totally agree. The tech abilities, I mean, there's also restrictions for how many text messages you can send per day and regulations around text messaging that makes it a little bit confusing. And I find a lot of the legacy CX tools, you have to get creative with your tech stack. But the juice is well worth the squeeze.

Just to add on to that as well, because I totally agree. The tech abilities, I mean, there's also restrictions for how many text messages you can send per day and regulations around text messaging that makes it a little bit confusing. And I find a lot of the legacy CX tools, you have to get creative with your tech stack. But the juice is well worth the squeeze.