Over the last few months, I’ve been interviewing operators who are actually doing the work: not just talking about AI, but deploying it.
When I sat down with leaders like Ben O’Donnell, Michael Ohayon and Jake Baron, I expected to hear about cutting-edge tech stacks. Instead, the most consistent theme was “pragmatism”.
The most consistent pattern I found?
The “Masters of CX” don’t view AI as a magic switch. They view it as a teammate that needs coaching.
In this newsletter, I have broken down three things that surprised me from our conversations, and I also share some real numbers behind these shifts.