AI is rapidly changing how organizations serve customers, but the most important business decisions still require human judgment. In this episode, Dean Newlund and Ty Givens explore the evolving relationship between automation, customer experience, and leadership.

In this episode, Dean Newlund and Ty Givens discuss:

• The evolving relationship between technology and customer experience
• How organizations are adapting to rapid changes in AI
• Challenges and opportunities emerging in today’s workforce
• The realities behind automation, efficiency, and business performance
• Skills and mindsets that remain valuable in a changing environment

Key Takeaways:

• AI works best when it handles routine questions quickly while still providing clear paths to human support when customers need it.
• Customer experience remains a competitive advantage, and companies that ignore the human side of service risk damaging loyalty and trust.
• The role of customer service professionals is evolving from handling transactions to managing, training, and improving AI-driven systems.
• Many organizations may be moving too quickly with AI implementation, often attempting to automate complex processes before the technology is ready.
• As automation expands, critical thinking, judgment, empathy, and complex problem-solving become even more valuable human skills.

“Happy employees create happy customers, and the opposite of that is also true.” — Ty Givens

About Ty Givens:

Ty Givens is the Founder and CEO of CX Collective and CX Collective Advantage, bringing over 25 years of hands-on experience helping companies transform chaotic customer support teams into strategic growth engines. She has optimized operations and driven customer retention for major brands like Thrive Market, ShoeDazzle, See’s Candies, and Intuit. People often call her the most relatable voice in CX because she’s lived the work and knows what it feels like to inherit big expectations with limited support. Known for blending operational rigor with a human touch, Ty equips leaders with practical playbooks, automation strategies, and process improvements to scale customer experience effectively.

Connect with Ty Givens:  

Website: https://www.cxcollective.com

Join the CX Collective Advantage Affiliate Program — http://www.cxcollectiveadvantage.com/affiliate

Access the CX Playbook Library — http://www.cxcollectiveadvantage.com/library

LinkedIn: https://www.linkedin.com/in/tybryantgivens/

Instagram: https://www.instagram.com/itstygivens/

See Dean’s TedTalk “Why Business Needs Intuition” here: https://www.youtube.com/watch?v=EEq9IYvgV7I

Connect with Dean:

YouTube: https://www.youtube.com/channel/UCgqRK8GC8jBIFYPmECUCMkw

Website: https://www.mfileadership.com/

The Mission Statement E-Newsletter: https://www.mfileadership.com/blog/

LinkedIn: https://www.linkedin.com/in/deannewlund/

X (Twitter): https://twitter.com/deannewlund

Facebook: https://www.facebook.com/MissionFacilitators/

Email: dean.newlund@mfileadership.com

Phone: 1-800-926-7370

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