AG1 scaled from one SKU to nine in 18 months while maintaining 98-99% CSAT. Leala Francis reveals how she uses conversational AI to spot sentiment shifts before purchasing behavior changes, then adjusts supply forecasts mid-cycle. Her organizational design—consolidating customer happiness, insights, product commercialization, and packaging innovation under one role—creates the speed needed to launch four products without issues while keeping the feedback loop tight enough to catch problems when they're still "in the ones and twos."

The counter-intuitive insight: automation isn't about cost reduction at AG1. It's about relationship depth. By handling routine requests through AI agents that access full customer history and make personalized recommendations, human agents get freed up to send replacement shakers to customers they spot with old ones on social media. Leala's "birthday gift test"—would this interaction show we know the customer well enough to buy them the right gift?—defines whether personalization actually works at scale for a premium subscription brand expanding into retail.

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