There's a fear spreading through customer service organizations right now, and I've heard it from leaders in our industry and beyond: AI is coming for my team. Some companies have already tested this theory. They pulled out their human support staff and replaced them with AI agents.

After 15 years of running service organizations, I've learned that the difference between a team that keeps clients and a team that loses them almost always comes down to soft skills. Product knowledge matters. Systems matter.

Every service organization has a story it tells itself about what's working and what isn't. The only way to know if that story is true is to go talk to clients. When I joined Luxury Presence, that was my first move.