In this episode, Yvette Johns spent years promoting frontline support specialists into engineering roles, making the case they couldn't make for themselves. The framework worked on everyone she pointed it at, until she turned it on herself.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.If you’re working to solve AI resolution, or you’re closer to building it than he is, he wants to hear from you. That’s what Unresolved is for.

Follow the people:

• ⁠Yvette Johns
• ⁠Brett Rush⁠

Resources:

• ⁠Podcast episode⁠
• ⁠Weekly Customer Experience Newsletter⁠
• ⁠Consult with a CX Advisor⁠

Other links:

▶️ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠YouTube⁠⁠⁠⁠

📚 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠

🎧 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Spotify⁠⁠⁠⁠

🆇 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠X.com⁠⁠⁠⁠

🦋 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠BlueSky⁠⁠⁠