The CX Files #34 - Andrea Townsend

from CX Heroes · host Ben Foden

Learn in this episode:Why AI is a tool for agility rather than just a replacement for headcount.How to transition junior associates into AI maintenance and optimization roles.The reality of implementing AI and the hidden work required to keep it running.Strategies for retaining talent by offering new technical career paths within CX.Andrea Townsend is the Manager of Customer Support at Human Interest. With a career spanning leadership roles at 1-800-CONTACTS, Purple, and Gabb Wireless, Andrea specializes in team autonomy and process improvement. She is a vocal advocate for the frontline associate and focuses on driving results like CSAT and SLA improvements through better training and empowerment.--Give your customers AI self-service with 95% first response accuracy. Your team gets optimal results and gains time with VoC and knowledge based improvement that is done for you. Visit https://en.helpfeel.com to learn more.

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This episode was published on February 3, 2026.

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