Inside 1stDibs' CX Playbook with Shane Summers !

What does it really take to deliver a consistent customer experience in a luxury marketplace?In the debut episode of The Prompt Room, Aditya Santhanam, Co-Founder & CTPO of Thunai https://www.thunai.ai/, sits down with Shane Summers, Director of Client Services at 1stDibs https://www.1stdibs.com/, for an honest conversation about the realities of leading customer experience at scale.From handling high-value customer interactions to navigating fragmented tech stacks, Shane shares how his team balances operational excellence with the human touch that luxury customers expect. The discussion also explores where AI can genuinely support agents, the future of customer support, and the leadership lessons that come from years of building exceptional service organizations.Whether you're a CX leader, support professional, or someone curious about the future of AI in customer experience, this episode offers practical insights grounded in real-world experience.What you'll hear in this episode:Shane's journey from broadcast journalism to CX leadershipHow 1stDibs delivers consistent customer experiences at scaleThe operational challenges behind luxury customer supportWhy disconnected systems create friction for agentsWhere AI can enhance not replace the human experienceShane's advice for the next generation of CX leaders🎙️ Host: Aditya Santhanam, Co-Founder & CTPO, Thunai🎤 Guest: Shane Summers, Director of Client Services, 1stDibs