Customer service 101
AI’s growth has widened the understanding gap between leaders and the people who use these tools most, as emerging tech tends to do. I’m tracing emerging leadership approaches with juice; this Intel interview argues that leaders should weigh what we lose when we cleave workers from relational processes through automation. (And: avoid the ways that proofs of concept become pitfalls.)
I’m seeing some early chatter online about the return of old-school customer service models, where people talk to and resolve issues in real-time for other people (they treat you right!). Demonstrating solid customer service values and elevating audience perspectives is a plus for any org in the current business environment — so much CX is about keeping customers and critics at bay. Investing in a call center would be a wild flex for an emerging leader. Let’s see if it’s real or if it’s three TikToks in a trench coat.