Customer Service vs CX: Understanding the Full Customer Journey | Let's Laugh About It with Rachel Greenawald

In this episode of Let’s Laugh About It, Zoe and Rachel break down the real difference between reactive support and proactive, brand-defining experience. From AI agents that can’t quite learn how to say “no,” to brands that win loyalty through transparency, to why your customers are forming opinions about you before they ever click “buy," this conversation goes deep.