Nate and Erica discuss the pitfalls of over-automating customer service, emphasizing the importance of enhancing customer experiences through meaningful human interactions and strategic use of automation. They explore how CX professionals can demonstrate value, measure impact effectively, and advocate for a customer-centric approach in a rapidly evolving landscape.

resources

CX Accelerator Community - https://cxaccelerator.com

Shmuel Saklad on LinkedIn - https://linkedin.com/in/shmuelsaklad

Jeremy Hyde on LinkedIn - https://linkedin.com/in/jeremyhyde

Kaitlyn Jolley on LinkedIn - https://www.linkedin.com/in/kaitlyn-jolley-691b8028/