In the highest-performing customer service teams, embracing innovative technology and establishing robust processes are table stakes today. Autonomy and trust are differentiators.

And that's where Jason Richardson and his team start. Not with AI, automation, or cost reduction – despite delivering all three at scale – but with a simple principle that empowered agents create better customer experiences.

At Abbott Lyon, that philosophy has underpinned a powerful transformation – one that has enabled the business to grow by 20% without spending a single penny on service operations; earned industry recognition for customer service ROI; and laid the foundations for a more proactive customer experience model.

This conversation explores what modern CX leadership looks like from the inside.

Key themes:

• Why automating customer services is the wrong mandate – and what to pursue instead
• The cultural infrastructure that makes high-performance teams sustainable
• Agentic AI and the shift from reactive resolution to pre-emptive experience design

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