Name: Workforce Evolution: Planning for AI-Driven and Human Collaboration
Uploaded: 2025-02-11T17:26:10.141Z
Duration: 10 min 28 s
Description: Workforce Evolution: Planning for AI-Driven and Human Collaboration

Transcript for "Workforce Evolution: Planning for AI-Driven and Human Collaboration": Hello. How is everybody? Audrey, can you hear me okay? I can hear you. You're coming in loud and clear. How about me? Can you hear me? Yes. Gorgeous and beautiful as always. Thank you. Thank you, Audrey, for joining. Thank you, everybody, for joining. I am so excited. Usually, I'm excited just as a base level. Like, that's my that's where I am. But today, it's like if base level's excited, I'm like I'm like here because I get to have a conversation with Audrey Weber about, head tilt planning, AI. How do we get that in there? I mean, how else would anybody spend their days? So thank you all for joining us. This is our first of of these types of sessions. I believe that you should have a poll as well in in the chat. Go ahead and and take that if you're if you're joining us. Have you ever joined one of these before? You're not gonna hurt my feelings if, if you joined one and you're you're like, I didn't like it. We're gonna change that. But yeah. So before we we get into it, I will just kinda give you a couple of details of how this is going to to go. Basically, what we're gonna do is have a a quick introduction of of who we are so that you know who you're talking to. And then after that, what we're gonna do is, we're gonna go into a breakout room, essentially, which is gonna feel like, oh, but I don't wanna go into a breakout room and, like, have to to talk to people and do role playing and all of that. We're not gonna do any of that. Basically, we're just moving over to a room so that we can see all of you and that we can have a discussion. So anytime that we're talking, feel free to add your questions into either the the chat, the q and a. I'm gonna be taking a look at those the whole time. So this is going to be an interactive kind of time. I I'm thrilled. So with that, actually, at the at, in about eight minutes, we're gonna automatically all go into the breakout room. So just be prepared for that. You're gonna have to click a button that says, yes. I wanna go in there, and then that's it. If you wanna be on camera, we would love to see your beautiful faces. If not, that's okay. That's okay. No problem. You can still, be a wallflower or you can be part of the conversation one way or another. And obviously, yes, you're gonna get a recording of this at the end and a whole bunch of other really cool resources that we actually use every day. Okay, with that, let's see. Do we have the results of okay. I'm seeing. Been to one or two. A couple. This is new for you. Welcome. Hopefully, this, like, sets the for the the newbies, hopefully, this, like, sets the the standard, and you're like, everything beyond this is not as good. Anyway, with that, I wanna introduce one of the most amazing people in the whole world, Audrey Webb. I I've known you for a really long time now, which is amazing. You have done a little bit of everything. Actually, you know what too? I'm Sam Chandler. I am the the director of, customer success for our commercial segment at customer. Been in the CX game a whole long time. I just realized I didn't introduce myself. But, Audrey, I want to hear about you. Tell us about your legacy in CX, all of the things that you have done, and why you love headcount planning so much. Yeah. Well, Sam, thank you. I'm gonna try to match your energy. I'm super excited to be here. I have, I guess, spent the last, like, twenty plus years in CX, in a variety of capacities. I today, I lead customer success at customer, but have, led customer success organizations really for the past decade. Prior to that, ran some ran contact centers, have a ton of, like, back office retail experience, and I was thinking about when I first, like, went through my, like, my my very first headcount planning exercise. And and it was so I I I think it was February, and, and I think I've been doing it ever since. So, you know, why why is it exciting to me? Well, I mean, it's it's really fun to align your plans in, you know, CX to your company priorities. And, obviously, whether it's growth or becoming more efficient or just, you know, driving, you know, whatever whatever outcomes that, you know, that you have, prioritized, it's it's you know, this is kind of a foundational exercise in reaching those goals. So I think, you know, it's a great time for us to be talking about that at the beginning of the year. And, yeah, and I think, you know, having done this for the past twenty years through a variety of, you know, economic conditions and business conditions, you know, has been really, you know, interesting in terms of ways in terms of what we've pulled on from a lever perspective to, you know, really drive, really drive successful outcomes for, you know, for the business and and and, you know, obviously, for our our customers and end users. I love that. I love that. And something that I think is really, unique to your experience, You've lived, I think, like, 45 different lives. You you and and what's what's great about that is that it's you don't have experience that is just in one direction, and and all of your different use cases and company sizes and, industries, like, it it feels like that it's it's kind of informed, like, the the amalgam of of your kind of your operate your your MO, when you are are doing this. So I'd love to before we go into the breakout session and and have questions from everybody, which, by the way, feel free all to start putting the those in. But, what is your general like, when in doubt, when it what's your your mantra when it comes to, this type of planning? Goodness. Okay. So so I think, I mean, I think it always starts with what, you know, what is the strategic priority for CX, or what is the strategic priority for the business? That is what's gonna anchor, you know, or or provide a north star for, you know, for whatever, you know, course you chart for your for, you know, for headcount planning. And then I think, you know, from there, everybody you know, as a leader, you know your business the best. Right? You know the teams. You know your tech stack. And I think it's about, you know, serving up a hypothesis, you know, or or or kind of an initial, you know, first pass at, you know, I think we can deliver x, you know, by, you know, through these variety of levers. And, obviously, some of those are gonna be dictated, by, you know, by, you know, by, you know, other parts of the team or, again, the the, you know, high level priorities or initiatives of the business. But I think it really just starts out you start with a hypothesis, around how you can achieve those, you know, those business outcomes and, and then, you know, rationalize it through, you know, through KPIs. You know? I think that's really and then and then, you know, obviously, you know, iterate, iterate through pilots, through testing, and, you know, validation with cross functional partners. I love that. I love and as we're going about to to head into the breakout room, like, the things that you touched on that make me so happy, is basically the scientific method. It's kinda what you broke down there. Like, you start with the the hypothesis, and then, like, what if we what if we tested this and iterated and and actually came out with, like, outcomes that that were based in data? Like, novel concept. Right? But when we when we move over, one of the the resources that we're gonna give you all is Audrey's actual capacity framework and and what she uses to do this. And so I'm gonna have her walk through this, and it's I I'm I'm nerdily excited about this because it it really does break it down in a way of of, like, using data to then show, people in your senior leadership why this drives money and drives outcomes. So, yeah, in our last twenty three seconds, share what's your favorite buzzword right now, in the industry other than the other dogs? I'm all about closing the loop. I mean, I think because of your good customer, you know, customer experience, all about customer feedback. So circle back. Circle back. Back. Is one that I love. Yeah. Her let's circle back on that in a minute. There we go. Let's see. Okay. Let's see if I could get to the breakout room. I know. I'm like, where do I go to breakout here? Stay. Go to a stage. Leave the stage. Right? I think so. Yeah. We're doing it live. If you can hear me, we're doing it live. Where are we let's see. Can anybody hear me? Audrey, you can still hear me. Right? Let's see. I see the oh. Oh.