CX After Hours · 2026-07-08 · 49 min
Great CX is not always about giving the customer more. A refund, replacement or exception can completely change a customer's relationship with a brand. But when generosity becomes the default, CX teams risk making expensive decisions without enough context - while agents are left trying to work out the right answer ticket by ticket. In this episode, Anya Kelly and Guillaume Luccisano are joined by Caroline ON Wilson, Director of CX at Carpe, to talk about the balance between customer care and business reality. They discuss why maximum generosity is not always great CX, how leaders can identify the moments where an exception actually matters, and why agents should not have to reinvent the decision every time a difficult customer lands in the queue. For Caroline, “clarity is kindness”. Clear boundaries around refunds, replacements and exceptions give agents the confidence to exercise judgement without constantly wondering whether their manager will back the decision. The conversation also explores the limits of SOPs, how to coach teams through the grey areas of customer experience, and how AI could help agents create more distance from emotionally charged conversations.
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