In this episode of Customer Engagement – Examples of Excellence it was a delight to welcome Tracy Kellaway, Executive Director of Consumer Care Operations at the Estée Lauder Companies.

Tracy began by sharing her extensive and diverse journey in customer service with leading retail, financial services and utility brands and how that has been so instrumental in her empathetic approach to her role with Estée Lauder.

She took us through the evolution of customer service and contact centres, the changes she has seen, especially the growth of technology and the ever-changing customer expectations.

Tracy emphasised that the significant focus on the voice of the customer and the improvements made by companies that really listen, has been one of the most important elements in improving customer experiences.

She concluded by saying that AI will continue to play a key role in supporting advisors and applications such as agent assist, summarisation and transcription making the biggest impact currently.

Global CX AI Lead at Zoom, Laura Ball, joins host Martin Hill‑Wilson to explore how organisations can use AI to remove friction from customer journeys rather than simply layering new technology on top of old problems. They discuss the loyalty “gap”, lessons from the first wave of omnichannel, what good human‑AI partnership looks like in the contact centre, and the skills, governance and mindset needed to make AI‑driven CX an ongoing success rather than a one‑off project.

In this episode of “Customer Engagement – Examples of Excellence”, we meet Jason Bloomfield who is Global Head of People Change & TA Transformation at Ericsson.

Jason shares his diverse business and strategy experiences in various global roles and the increasingly important role that AI is playing where HR meets IT and the benefits that this drives for both customers and colleagues.

We spoke about the potential fears that colleagues may have about AI but that how Ericsson has gone to great lengths to ensure that it is seen as complementary and supportive to front line and back-office employees.

In particular Jason acknowledges that AI can play a role in leveraging employee feedback to power transformation, and that Ericsson’s program, "Your voice, our action" ensures that feedback is not only heard but shapes strategy and aligns action.

And that it can create a culture where colleagues recognise the value of their input and the role it plays to enhance both the employee experience and by extension, the customer experience.