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Naomi Rankin
Global Customer Care Manager at Lush, leading the integration of AI into customer service operations while upholding ethical values. She has nearly a decade of experience and oversees a diverse global team.
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Sep 3, 2024
• 26min
Harnessing AI-powered efficiency for deeper customer connection with Lush’s Naomi Rankin
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Naomi Rankin, Global Customer Care Manager at Lush, is pioneering the integration of AI in customer service while staying committed to ethical values. She discusses how AI handles 55% of interactions, allowing staff to tackle complex issues. Naomi introduces Marvin, Lush’s AI tool, which streamlines operations, particularly during peak times like Black Friday. She emphasizes the importance of maintaining a human-first approach and treating customer data with care, reflecting Lush’s overall commitment to sustainability and ethics.
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