S&S Activewear’s Laura Turner on Technology Adoption without Perfect Data Infrastructure
Implementing conversational AI revealed an unexpected fault line in their customer base for Laura Turner, Head of CX at S&S Activewear. Despite assumptions about how different customer segments would respond to automation, the split came down to something simpler: some customers want speed through self-service, and others insist on human connection regardless of request complexity. This insight forced a strategic pivot away from predetermined customer journeys toward self-selection, allowing customers to choose their own path while educating them on faster options.
The lesson extends beyond…
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