Lauren Wood

Yeah. Taking it one step at a time, I think is, I hear a lot of companies say like, okay, we're going to overhaul everything. Like all of our tickets are going to into AI tomorrow. And I think that's a dangerous approach personally.

Yeah. Taking it one step at a time, I think is, I hear a lot of companies say like, okay, we're going to overhaul everything. Like all of our tickets are going to into AI tomorrow. And I think that's a dangerous approach personally.

Yeah. Taking it one step at a time, I think is, I hear a lot of companies say like, okay, we're going to overhaul everything. Like all of our tickets are going to into AI tomorrow. And I think that's a dangerous approach personally.

because we do need to find that right human to AI balance. And I'm curious to know if you have any tips there around how to really navigate that in what areas is the human involved versus what areas does the AI kind of run on its own? How do you approach that with your clients?

because we do need to find that right human to AI balance. And I'm curious to know if you have any tips there around how to really navigate that in what areas is the human involved versus what areas does the AI kind of run on its own? How do you approach that with your clients?

because we do need to find that right human to AI balance. And I'm curious to know if you have any tips there around how to really navigate that in what areas is the human involved versus what areas does the AI kind of run on its own? How do you approach that with your clients?

Yeah. The greenfield area, let's circle back to that for a second because there is, once we find these efficiencies with AI, once we're able to reduce the workload of each employee to actually service the customer and we move away from the, let's deflect as many tickets as possible, we can actually handle them. Now there's this space for us to create great experiences.

Yeah. The greenfield area, let's circle back to that for a second because there is, once we find these efficiencies with AI, once we're able to reduce the workload of each employee to actually service the customer and we move away from the, let's deflect as many tickets as possible, we can actually handle them. Now there's this space for us to create great experiences.

Yeah. The greenfield area, let's circle back to that for a second because there is, once we find these efficiencies with AI, once we're able to reduce the workload of each employee to actually service the customer and we move away from the, let's deflect as many tickets as possible, we can actually handle them. Now there's this space for us to create great experiences.

And it's just the area that I'm the most excited about because now we can actually look towards what do we do with this extra time? How do we go above and beyond? How do we, like you had said earlier, proactively look at if something's not working or if someone complains,

And it's just the area that I'm the most excited about because now we can actually look towards what do we do with this extra time? How do we go above and beyond? How do we, like you had said earlier, proactively look at if something's not working or if someone complains,

And it's just the area that I'm the most excited about because now we can actually look towards what do we do with this extra time? How do we go above and beyond? How do we, like you had said earlier, proactively look at if something's not working or if someone complains,

or they don't have a good experience, we can go and proactively say, here's an offer, here's something towards your next experience. And I think that that is, there's just so many opportunities. And I'm curious to know what you've seen out there in the market in terms of what companies are doing to really make the most out of this extra time that they have and provide a great experience in turn.

or they don't have a good experience, we can go and proactively say, here's an offer, here's something towards your next experience. And I think that that is, there's just so many opportunities. And I'm curious to know what you've seen out there in the market in terms of what companies are doing to really make the most out of this extra time that they have and provide a great experience in turn.

or they don't have a good experience, we can go and proactively say, here's an offer, here's something towards your next experience. And I think that that is, there's just so many opportunities. And I'm curious to know what you've seen out there in the market in terms of what companies are doing to really make the most out of this extra time that they have and provide a great experience in turn.

The building of a relationship. of really being able to say, I actually have a little time. I can ask this customer questions. I can better understand what it is they need so that I can show them value based on what it is that they're looking for. It opens up a whole new opportunity for what customer experience means, which is really exciting.

The building of a relationship. of really being able to say, I actually have a little time. I can ask this customer questions. I can better understand what it is they need so that I can show them value based on what it is that they're looking for. It opens up a whole new opportunity for what customer experience means, which is really exciting.

The building of a relationship. of really being able to say, I actually have a little time. I can ask this customer questions. I can better understand what it is they need so that I can show them value based on what it is that they're looking for. It opens up a whole new opportunity for what customer experience means, which is really exciting.

I want to spend a little bit of time here talking about the future and just your opinions. You've been in this space for a long time. You've helped to build some of the greatest tech companies in the world. And I'm curious to know what you think as we look towards 2025, what emerging trends or technological shifts can we expect?

I want to spend a little bit of time here talking about the future and just your opinions. You've been in this space for a long time. You've helped to build some of the greatest tech companies in the world. And I'm curious to know what you think as we look towards 2025, what emerging trends or technological shifts can we expect?