CX After Hours

Contains a handful of genuinely useful operational points (help desk hygiene, updating AI docs alongside agent macros, proactive shipping-delay notes, human-first BPO economics), but much is padded with agreement and repetition of familiar CX advice.

“it's not the tool, it's what you're doing with it”

“some AI tools will be able to automatically understand that the website FAQ has changed Some, it's static PDFs”

Leans heavily on circulating takes - 'AI amplifies what's already there,' 'crawl, walk, run,' AI as a 'junior agent,' 'grass isn't always greener' - with little contrarian or first-principles thinking beyond the BPO-economics angle.

“it's largely the same. Right. It's what you like. Inputs create good outputs”

“it's like crawl, walk around is like the cliche, but it's true”

Genuine practitioner who ran E-comm Ops and CX at Coterie from prelaunch and has a Bonobos background, now running a CX consulting firm and BPO across 70-80 brands - relevant and hands-on, though at SMB/mid-market scale rather than enterprise.

“most recently I was the head of E Comm Ops and CX at Coterie baby, uh, through prelaunch”

“we've done it for 70 to 80 brands over the last uh, seven years”

Offers some concrete numbers and a named brand anecdote (Majority's proactive refund) plus revenue tiers and automation targets, but most claims stay directional with vague percentages and few hard metrics or timelines.

“70 or 80% is what people are like. This would be a dream”

“I always use this example of um, the brand majority”

Both hosts are CX practitioners who ask relevant follow-ups and raised the pointed BPO-stock-decline question, but the tone is largely agreeable and affirming with limited genuine pushback on the guest's claims.

“I was pointing out that ah basically those companies lost stock market uh, price lost like 90%”

“Why don't you like Playbook?”