In this episode of Sweet but Fearless, Mary Sullivan, co-founder, sits down with Jane Dalesandro, AI Operations Strategist, to explore the critical role frontline employees play in shaping the customer experience and building a company's reputation.

As businesses rush to embrace AI and automation, Jane challenges leaders to think carefully about what they're automating. The goal shouldn't be to replace the human connection that makes a customer experience memorable. Instead, automate what happens behind the desk, not the customer experience itself. When used thoughtfully, AI can reduce employee burnout, streamline operations, and give teams more time to deliver the unique value customers can't get from technology alone.

Jane also shares insights from her upcoming book, The Floor You Carry: How I Built a Career in the Job Nobody Takes Seriously, releasing November 1. She reminds us that some of the best leaders begin their careers in customer service, where they develop essential leadership skills: emotional control, accountability, communication, empathy, and the ability to make decisions under pressure.

It's a conversation about recognizing the leadership potential of frontline employees, using AI with intention, and remembering that your greatest competitive advantage may be the people who interact with your customers every day.

ABOUT JANE DALESANDRO:
LinkedIn – Jane Dalesandro
Book – "The Floor You Carry: How I Built a Career in the Job Nobody Takes Seriously"

ABOUT SWEET BUT FEARLESS:
Website - Sweet but Fearless
LinkedIn - Sweet but Fearless