In this episode of The Squawk, we sit down with Jared Ellis from Culture Amp. Jared shares his journey from being the first support specialist to leading an AI-first customer experience transformation. Key topics include shifting from productivity metrics to quality of experience, improving AI through frontline feedback, emerging career paths in support teams, and challenging the conventional wisdom of slow AI rollouts by moving quickly with well-planned "escape hatches."
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Timestamps:
00:41 Introduction to Culture Amp and Jared's Role
02:12 Jared's Journey and AI Adoption in Customer Support
05:03 The Impact of AI on Customer Experience Measurement
09:07 Metrics shift: from speed (FRT) to quality of experience in an AI-first model.
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