AI Won’t Save You, but Curiosity Might with Shelby Garlock

AI can handle the busy work, but it can’t replace your brain.

In this episode, Shelby Garlock joins Alyssa to talk about what customer success teams actually need: more curiosity, better boundaries, and the courage to stop playing order taker. They break down how to earn trust, show up as a strategic partner, and build real relationships even in high-volume, remote environments.

Key Takeaways:

• AI is a tool, not a substitute – Use it to eliminate busy work, not to replace critical thinking.
• Stop taking orders – Asking good questions earns more trust than fast responses.
• Relationships require intention – In virtual settings, human connection doesn’t happen by accident.

Key Moments:

00:00 Introduction and Welcome

00:15 Hot Take: Lack of Critical Thinking

01:58 AI and Critical Thinking in the Workplace

06:23 Order Takers vs. Consultants

14:28 Building Trust and Team Dynamics

21:22 Shelby's Origin Story

25:09 Recommendations and Conclusion