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Natalie Hurst

Director of Customer Success at Nuuly, a clothing rental subscription company. Shares her experience implementing AI in customer service to scale support while maintaining high customer satisfaction.

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Jan 30, 2025 • 30min

Scaling Customer Support with AI: Nuuly’s Winning Formula

Natalie Hurst, Director of Customer Success at Nuuly, shares her expertise in implementing AI for customer support at the sustainable clothing rental service. She discusses the balance between AI and human interaction to maintain high customer satisfaction. Key subjects include the challenges faced during AI integration, the transformation of customer support roles, and the importance of nurturing relationships in the rapid digital landscape. Her vision emphasizes blending empathy with technology to enhance service quality and future-proof customer experiences.