Let’s Laugh About It The AI & CX Connection: Smart Tech, Real Talk, and a Few Giggles with Alice Shabazian | Let's Laugh About It
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Aug 21, 2025 Alice Shabazian, a customer experience supervisor at Wool& and Wool& Prince, shares her journey from barista to CX leader. She emphasizes the importance of systems thinking and customer engagement in e-commerce. The conversation dives into leveraging AI, like Gorgias and ChatGPT, to streamline operations and enhance efficiency. They also discuss the delicate balance between AI and human interaction, advocating for personalized communication to improve customer relationships. Alice's insights on training AI and the future of customer service are both thought-provoking and entertaining.
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Barista Roots Led To CX Career
- Alice started in coffee, worked on a Hawaiian coffee farm, and spent six years as a barista before moving to e-commerce.
- Her barista experience sparked a love for customer service and led to CX leadership roles in apparel brands.
Question Routine To Avoid Complacency
- CX requires constantly questioning routines and reassessing processes to avoid complacency.
- Alice emphasizes digging to the root cause rather than accepting 'we do it this way' as justification.
Manual Rewards Became Automations
- Wool& ran wardrobe challenges and initially tracked participant info manually in spreadsheets and created gift cards by hand.
- Alice automated the workflow using Gorgias macros and webhooks to save large amounts of agent time.