In the highest-performing customer service teams, embracing innovative technology and building scalable operating models are table stakes today. Autonomy and trust are bigger 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 that enabled the business to grow by 20% without adding a single penny to customer service costs – an achievement recognised through industry awards for customer service ROI.
This conversation reveals the thinking behind the success.
Key themes:
- Why simply automating customer service 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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