Turning on AI without foundations is like hiring 10,000 untrained agents | Sam Davison | Ep 44
How do you build customer support operations that are ready for both today's customers and tomorrow's AI? Sam Davison from OPCX Solutions joins the podcast to discuss his journey from leading Sennheiser's global support operation to launching his own consultancy, sharing insights on omnichannel support, agent empowerment, knowledge management and why getting the foundations right is key to exceptional customer experience. Sam then shares two favourite customer experiences, highlighting an outstanding NHS care journey and why First Direct continue to set the standard for effortless customer…
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