In the first episode of Cards Against Complexity, Julian Hertzog the Chief Revenue Officer of babelforce, and Jan Hugenroth join us from campervan to discuss the road to better CX, AI’s role in CX, the “Human Touch”, Hawaiian shirts, hypothetical chatbot warfare, and more.

Julian shares insights into his journey from investment banking to software sales, eventually landing in the customer experience (CX) industry. They look at the rise of CX and the importance of balancing the all-important “human touch” with automation, especially in high stakes and complex service transactions. Julian explains how AI can be integrated into customer interactions but stresses the need for solid infrastructure.

They also touch on the CX festival's “Birkenstocks-first” informal atmosphere, designed to foster meaningful connections and discussions about the future of CX.