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We spoke with Natalie Hurst, Director of Customer Success at Nuuly, about her motivation for adopting AI in customer service, the immense impact it’s had for both Nuuly’s support team and customers, implementation challenges she encountered – and overcame – and her vision for the future of AI-first customer service. Nuuly has been a long-time Intercom […]
We spoke with Angelo Livanos, Senior Director of Global Support at Lightspeed Commerce, about burning topics in the customer service space right now, like getting stakeholder buy-in for AI, approaches to rolling out the technology, managing change, and keeping a pulse on employee and customer satisfaction. Since implementing Intercom’s Fin AI Agent, the Lightspeed team […]
I get a lot of emails. A lot of invites to screen films, read books, watch documentaries, talk to strangers. A lot. I can’t answer them all, sadly. But when I got an email that said there was a new film coming out with Chuck Norris and Marc Singer, and would I like to talk […]
Call simulators can be nice tools when you want to provide supplemental training and practice for your agents, but they can’t replace the hands-on experience they’d get from dealing with real customers. In other words, call simulators work, but they’re not very practical for training purposes—especially in the long term. Instead, the best call center […]