Alright, let’s talk AI.

This week we’re calling out three things: companies taking credit for customer wins, the AI CX Summit, and the biggest miss in customer experience, the handoff summary. One’s delusional. One’s where you actually learn something. One fixes endless frustration for customers and agents.

Let’s get into it.

No, But Seriously…

I keep seeing these posts on LinkedIn, and honestly, they drive me insane.

“$100 million last quarter. Those aren’t our numbers, they’re our customers’.”

Oh really? Then why are you posting them?

You didn’t generate $100M. You gave your customers a tool that helped them get there. You didn’t hand them the money. I don’t even know why this is a thing.

It’s like:

You didn’t do it. Your customers did.

Here’s the problem: marketers love pretending they’re responsible for success they didn’t actually create.

Dressing it up as “customer impact” doesn’t make it true.

Show how your company actually benefits. If your sales software increases lead conversion by 200 percent, take credit for that. That’s real.

The worst part? These fake victory laps make real marketers look bad. While you’re posting about being a revenue hero, the teams doing the work quietly aren’t getting the credit they deserve.

Here’s my advice:

Start leading with impact. Not delusion.

The Drop

In a couple weeks, we have something big planned,  the AICX Summit.

Four hours with the sharpest operators and builders showing exactly how AI is reshaping customer experience.

If you’ve been wondering, “Ok, but how do I actually use AI to improve CX?” this is where you’ll finally get real answers.

We’ll hear directly from leaders who are actually using AI. No fluff, just real tactics, workflows, and strategies you can put into action. It's free, It's virtual. and it's happening on Dec 10th.

Here’s what we’ll be digging into:

Breanna Moreno | Founder, Moreno Consulting Services
Balancing Automation and Human Touch
Breanna is known for helping fashion and e-commerce brands turn AI shopping assistants into teammates that feel human. She’ll show how to train AI, handle out-of-stock items, and design interactions that drive conversion while keeping the customer experience personal.

Cati Brunell-Brutman | Head of CX, Glossier
How Glossier Uses AI to Protect the Human Side of Beauty
Cati is showing how Glossier triages requests, surfaces insights, and frees CX teams to focus on personalized experiences, all while teaching AI agents to reflect brand tone across chat, retail, and social.

Jordan Gesky | Associate Director of Customer Experience, True Classic
Maximizing AI Efficiency Without Losing the Human Touch
Jordan is focused on streamlining post-purchase support, while keeping high-quality interactions intact. She’ll share how to train AI for different segments, ensure seamless handoffs, and scale CX with a lean team.

Tess Awal | Sr. CX Manager, Dr. Squatch
Meet Chad, the 51st Agent: How AI Became Part of the Team
Tess built “Chad,” an AI agent handling one-touch tickets, subscriptions, and keeping the Dr. Squatch tone playful but human. She’ll show how to train, coach, and audit AI like a new teammate, freeing humans to focus on complex, high-value interactions.

Jessica-Rose Garcia | Sr. Manager, CX & Support, OneSkin
Balancing Agent Efficiency and Authentic Customer Experience
Jessica-Rose modernizes operations without losing the human touch. She’ll show how to balance speed and quality, empower teams with AI, and scale excellence while keeping your brand voice intact.

Nancy Gurd | CX Director, Caraway Home
The Realities of AI in CX: What Vendors Don’t Tell You
Nancy gives an honest look at making AI work in CX. She’ll show how to balance automation with authenticity, spot vendor hype, prevent fraud, and separate real innovation from marketing buzz.

Ren Fuller-Wasserman | Sr. Director of CX, TUSHY
Building CX from the Ground Up: How to Embed Culture, Values, and AI Early On
Ren will explain how TUSHY built scalable CX processes with automation without losing brand character. She’ll show how to introduce AI responsibly and evolve CX from reactive support to loyalty-driving community.

Sam Chandler | Director of Customer Success, Kustomer
Inside the Playbooks Modern Brands Actually Use
Sam shows how leading brands expand capacity without adding headcount by rethinking process, tooling, and trust. She’ll reveal crawl-walk-run AI adoption strategies, automation that keeps experiences human, and planning methods that help teams stay lean through peak seasons.

Leeor Cohen | Founder & CEO, Create CX and Scale Your Team
Stop Waiting, Start Automating: Kickstarting AI in CX
Leeor breaks down how early adopters get AI right, how to identify high-value use cases, and simple experiments that turn AI buzzwords into measurable impact for CX teams.

Hannah Madsen | CX Director, Daily Harvest
Using AI to Personalize Care and Prevent Churn
Hannah shows how automation, data, and care can create personalized experiences at scale. She’ll explain how predictive churn models and chatbots turn CX from reactive support into proactive, intelligent relationships.

Jordan Shamir | CEO & Co-Founder, Yofi
CX That Pays for Itself: How Smart Brands Turn Service Into a Profit Center
Jordan reveals how forward-thinking brands turn CX into a growth engine. He’ll show strategies for refund-driven retention, “Customer Observability,” and using empathy and efficiency to drive measurable ROI.

Maritza Mejía | VP of Operations, BaubleBar
Turning AI Into Your Brand’s Newest Marketer
Maritza automates 40% of support tickets while freeing agents to focus on styling and gifting conversations. She’ll show how AI is surfacing brands in ChatGPT, Google, and Copilot results and how to guide that narrative to protect brand perception.

Logan Dunn | Head of E-commerce, Wyze
From $20 Cameras to 85% AI Self-Service: How Wyze is Rewriting the CX Playbook
Logan uses AI agents to handle 85% of support interactions, connect pre- and post-purchase journeys, and deliver faster, more visual experiences. He’ll show how to build a content engine for AI models, start small, and maintain momentum while adopting new tech.

Sara Pereda | Global Head of Partnerships, Rivo
The Human Side of CX: How Connection and Community Drive Brand Loyalty
Sara will be sharing how human stories and strong partnerships scale relationships, not just transactions, and build long-term brand affinity.

Cate Marques | CXO, Terra Kaffe
When CX Drives Product: Turning Customer Insights into Innovation
Cate shows how customer feedback drives product innovation at Terra Kaffe. She’ll talk about how to capture insights, speed discovery with AI, and keep human storytelling at the center of product development.

Julian Krenge | Founder & CPO, parcelLab
Making Post-Purchase Smart, Emotional, and Personal*
Most brands are hurt by post-purchase behavior. Julian helps e-commerce brands turn their shipping process into customer retention. He’ll show how to make the post-purchase journey smart, emotional, and personalized.

Kyle Jackson | Fraud, Brooklinen
Streamlining Operations Without Sacrificing Quality*
Kyle is passionate about creating streamlined solutions. He’ll show how to leverage data, training, and process management to protect customers and scale operations efficiently.

Jennifer Peters | Director, D2C, OLLY PBC
Turning Complex eCommerce Builds Into Seamless CX*
Jennifer has spent her career at the intersection of tech and marketing. She’ll show how the best brands use data, UX, and smart automation to make every click count and every customer feel seen.

Kara McDermott Randle | CX Manager, Tommy John
Turning Underdelivered Moments into Loyal Fans*
Kara is focused on making everyday support full of seamless, and memorable interactions. She’ll talk about how to streamline CX, use automation (the right way), and keep the brand voice personal while scaling operations.

Katie Mitchell | CX Manager, Simple Modern
Turning Fulfillment into Fan Favorites*
Katie turns high-volume orders into smooth, personal interactions. Expect insights on streamlining post-purchase care, scaling support for fast-moving products, and keeping every touchpoint on-brand.

Keisha Bartrem | Head of Customer Experience, Branch
Turning Furniture Delivery into Undeniable Experience Wins*
Keisha tackles why post-purchase moments often drop the ball and how Branch turns delivery into a wow moment. Expect insights on smart handoffs, follow-ups that feel personal, and building loyalty without adding headcount.

Caela Castillo | Director of CX, Jaxxon
Creating Authentic Customer Experiences Across Every Touchpoint*
Caela ensures customers have positive and authentic experiences across multiple departments. She’ll show how to oversee 24/7 support while leading brand voice and copy to create cohesive experiences.

Jason Nyhus | GM, Shopware
Customer-First Growth That Actually Scales*
With two decades in SaaS and e-commerce, Jason is obsessed with growth that starts with the customer. He’ll show how to build teams, close deals, and design CX strategies that prove connection drives conversion.

Dov Quint | Head of Storefronts, OpenStore
Scaling CX Across 45+ Shopify Stores*
Dov has built a CX machine behind 45+ storefronts, turning data, design, and automation into growth. He’ll show how to drive conversion without killing creativity and what it really takes to scale customer experience across dozens of brands.

Michael Ludwig | Director, Collector Experience Live + Collect, Fanatics
Making Fans Feel Like VIPs*
Michael leads Fanatics Live + Collect. He’ll show how to scale support, implement automation that saves thousands of agent hours, and optimize omnichannel engagement while keeping the customer experience exceptional.

Lisa Yarrow | Director of Customer Experience, Everlane
Making Every Click Count*
Lisa is all about every customer interaction reflecting a brand. She’ll show how to turn e-commerce journeys into seamless, human-centered experiences, optimize digital touchpoints, and use smart automation to make every customer feel seen.

Max Wallace | Sr. Director of CX, Tommy John
Elevating Comfort, One Interaction at a Time*
Max focuses on making every customer interaction feel premium. He’ll dive into how to scale a CX team that mirrors an in-store experience online and why targeted AI pilots outperform blanket automation.

Courtney Anderson | CX Manager, Princess Polly
Scaling Style Support with Human Momentum*
Courtney will explore strategies for scaling support for high-velocity brands, introducing automation without losing personality, and keeping brand voice strong across every channel.

Big thanks to all the leaders taking time to share their playbooks and lessons learned. See them in the first comment.

If you care about CX and you’re even thinking about AI, you need to be here.

_{*Session Unconfirmed}

The Shortcut

I’ve been in the customer service space for a while, and I keep noticing the same thing.

The most overlooked must-have is the handoff summary.

Seriously, how is this still a thing?

An agent hands off a customer, and suddenly it’s like the customer never existed.

Either we make them repeat everything. Painful.
Or we awkwardly try to get two agents talking, like passing a baton in a relay race where no one told the next runner they were up.

The problem is this is not a seamless experience for the customer. We’ve all been there. Something fails, your order isn’t here, and you’re stuck in an endless loop of telling your problem again and again.

A simple handoff summary solves so much frustration for both customers and agents.

It’s basic. It’s essential. And yet it is still missing way too often.

Let’s do better. Your customers and their sanity will thank you.

That’s it for today. Connect with me on Linkedin to hear more about how to build an Autonomous Organization.