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 for people. Investing in a call center would be a wild flex. Let’s see if it’s real or if it’s three TikToks in a trench coat.