One of the biggest challenges almost every CS leader runs into at the start of their AI journey is figuring out how to get their team on board.
I’ve noticed a pretty consistent theme when chatting to other support leaders about this: while almost everyone is excited about trying AI and they understand most of the practical steps involved, they often find the biggest challenge is figuring out how to take their team along for the ride.
So in this episode of The Ticket podcast, we explore the best strategies to ensure your customer service representatives are fully bought-in as you transition to AI-first customer service.
I chat with our VP of Customer Support, Declan Ivory, and we also hear the perspective of Ben Peak, Director of Technical Support at Robin; Elli Neeld, Product Education Content Creator at HoneyBook; and Carl Olsen, General Manager of Operations at Sharesies.
All of them agreed that …