Lauren Wood

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.

And something else I will say that I found in working with international teams is the WhatsApp. hack because using WhatsApp, I mean, for Americans, we don't use it as much, but pretty much everywhere else in the world, your customers are on WhatsApp. And so using that as well is really amazing. But again, another channel to deal with that I totally...

And something else I will say that I found in working with international teams is the WhatsApp. hack because using WhatsApp, I mean, for Americans, we don't use it as much, but pretty much everywhere else in the world, your customers are on WhatsApp. And so using that as well is really amazing. But again, another channel to deal with that I totally...

And something else I will say that I found in working with international teams is the WhatsApp. hack because using WhatsApp, I mean, for Americans, we don't use it as much, but pretty much everywhere else in the world, your customers are on WhatsApp. And so using that as well is really amazing. But again, another channel to deal with that I totally...

I totally agree with you on the channel front. So a couple last questions for you. I wanted to talk a little bit about analytics and what are some of the metrics that you think are really important to be tracking, especially as we start implementing more AI into our systems?

I totally agree with you on the channel front. So a couple last questions for you. I wanted to talk a little bit about analytics and what are some of the metrics that you think are really important to be tracking, especially as we start implementing more AI into our systems?

I totally agree with you on the channel front. So a couple last questions for you. I wanted to talk a little bit about analytics and what are some of the metrics that you think are really important to be tracking, especially as we start implementing more AI into our systems?

What are you looking at to make sure that your team is not only responding in a timely manner, but also creating a great experience?

What are you looking at to make sure that your team is not only responding in a timely manner, but also creating a great experience?

What are you looking at to make sure that your team is not only responding in a timely manner, but also creating a great experience?

And that efficiency piece, I just want to double click on that because it is... When we think about customer effort, and I don't know if that's a metric that you're measuring at this stage in the game, but customer effort, how much effort does a customer need to put into taking the action that we want them to take? The same thing applies for the employees.

And that efficiency piece, I just want to double click on that because it is... When we think about customer effort, and I don't know if that's a metric that you're measuring at this stage in the game, but customer effort, how much effort does a customer need to put into taking the action that we want them to take? The same thing applies for the employees.

And that efficiency piece, I just want to double click on that because it is... When we think about customer effort, and I don't know if that's a metric that you're measuring at this stage in the game, but customer effort, how much effort does a customer need to put into taking the action that we want them to take? The same thing applies for the employees.

If we make it really difficult for our team to take the action that they need to do to do their work well, we are not helping them. And I think it's a really important measure to be looking at because If that is really challenging for our team to take an action, it's going to be challenging for the customer to get the support they need. And so it all intersects.

If we make it really difficult for our team to take the action that they need to do to do their work well, we are not helping them. And I think it's a really important measure to be looking at because If that is really challenging for our team to take an action, it's going to be challenging for the customer to get the support they need. And so it all intersects.

If we make it really difficult for our team to take the action that they need to do to do their work well, we are not helping them. And I think it's a really important measure to be looking at because If that is really challenging for our team to take an action, it's going to be challenging for the customer to get the support they need. And so it all intersects.

And so I love that efficiency metric, internal efficiency.

And so I love that efficiency metric, internal efficiency.

And so I love that efficiency metric, internal efficiency.

Yeah.