Bloomberg Businessweek Black Friday Special
Nov 28, 2025
In this special edition, CEO Dan O'Connell of Front discusses integrating AI into customer service, highlighting the balance between automation and human touch during peak holiday season. Natalie Kotlyar from BDO shares insights on evolving retail strategies like loyalty programs and the significance of omnichannel shopping. Clint Henderson from The Points Guy reveals incredible travel deals for the holidays and forecasts top destinations. Together, they provide a comprehensive look at the intersection of retail, travel, and consumer behavior this Black Friday.
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Episode notes
AI And Humans Must Coexist In Service
- Front combines email, help desk, and chatbots into one platform to deliver AI-driven customer experiences.
- Dan O’Connell says balancing automation with human touch is essential during emotional holiday service moments.
Automate Routine Tasks, Preserve High-Value Relationships
- Front's customers automate repetitive tasks while keeping high-value relationships human.
- The platform supports multiple channels like chat, SMS, email, voice, and video to manage relationships.
Keep Data Control And Be Transparent
- Use multiple LLM partners while keeping customers fully in control of their data.
- Be transparent about when interactions are AI-driven versus human-led, Dan O’Connell advises.