CX In The Wild

Leading with Technology: A New Era in Customer Engagement

March 31, 2024 Dennis Wakabayashi Season 6 Episode 14
CX In The Wild
Leading with Technology: A New Era in Customer Engagement
Show Notes

In this episode of CX in the Wild, we dive into the intersection of artificial intelligence and human insight, exploring how this blend is revolutionizing customer interactions. Kelly Uhlrich, COO at Humach, shares her extensive experience in integrating technology and customer service, highlighting the evolution from traditional call centers to innovative customer engagement strategies.


Celebrating Women's History Month, Kelly discusses her leadership approach, emphasizing the balance of strength and empathy. With a background in pioneering customer service solutions, she outlines how Humach has embraced AI and automation to enhance both customer satisfaction and agent capabilities.


We explore Humach's journey towards automation, including the creation of Humach Labs, a platform for experimentation and innovation. Kelly stresses the importance of adopting AI to stay competitive, sharing success stories of improved efficiency and customer engagement.


Looking to the future, Kelly offers advice to aspiring leaders and innovators, encouraging them to embrace change and seek supportive environments for growth. This episode is a must-listen for those interested in the dynamic relationship between technology and human interaction in customer service.

Kelly Uhlrich on LinkedIn: linkedin.com/in/kelly-uhlrich-b9372a9

Learn more about Kelly's work at their website: https://humach.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi