In this episode, Sarala Conlan, Senior Customer Support Manager at Kojo, discusses her team's structure, the use of AI and automation tools, and strategies for managing customer churn. She emphasizes the importance of proactive support and the need for effective communication between support and customer success teams.

So many Customer Experience leaders are testing with AI and rebuilding with AI as their foundation. Every one of us have to reinvent everything that we’ve known about customer experience systems and processes. You’re not alone, so let’s do this journey together.

Sarala’s two unresolved problems are the same problem in different clothes. She wants to see the moment a customer breaks down inside the product, before the ticket. She wants to see the personality fit of a candidate, before the hire. Both are about catching signal earlier in a process that currently waits for friction to surface itself.

If you’ve built either of those workflows, or you’re closer to building them than she is, she wants to hear from you. That’s what Unresolved is for.

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Follow the people:https://www.linkedin.com/in/sarala-conlan/

https://www.linkedin.com/in/brettrush/

Resources:

• Podcast episode
• Customer Experience News
• CX consulting

Other links:

📝 ⁠⁠CX Blog⁠⁠

▶️ ⁠⁠⁠⁠⁠⁠⁠YouTube⁠⁠

📚 ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠

🎧 ⁠⁠⁠⁠⁠⁠⁠Spotify⁠⁠

🆇 ⁠⁠⁠⁠⁠⁠⁠X.com⁠⁠

🦋 ⁠⁠⁠⁠⁠⁠⁠BlueSky⁠