Work Better, Not Harder: How Automation Really Helps with Rémon Elsten
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience · 2026-05-03 · 27 min
Episode notes
This episode brings together two leading podcasts to discuss the real impact of automation and AI in customer service. Learn practical steps, real examples, and common pitfalls in automation projects, with actionable advice from experienced consultants. Perfect for anyone interested in operational excellence and customer experience. About the guest Rémon Elsten is managing partner being Forward Partners in Switzerland, a consulting firm focusing on CRM and customer service topics. He started his career for about 25 years in the Netherlands and is now working mainly in Switzerland, Germany and Austria. He was vice president of the Swiss Contact Center Association (CallNet.ch) from 2006 to 2018, Board member of the European Confederation of Contact Centre Organisations from 2010 to 2018, he is still a teacher on the topics customer management and customer service at several swiss business schools and author on several books and articles on these topics. Relevant links Key Take-Aways Balance automation and experience: Automation should improve efficiency without harming customer experience or relationships.