In the debut episode of The Prompt Room, Thunai's Aditya Santhanam sits down with Shane Summers, Director of Client Services at 1stDibs, to talk about building consistent CX at scale inside a luxury marketplace.
Shane shares how 1stDibs approaches AI adoption in customer support, balances automation with a human touch, and leads high-performing teams through change.
What you'll learn:
- AI adoption in CX: how 1stDibs decides where automation fits and where it doesn't
- Consistency at scale: building a customer experience that holds up across a luxury marketplace
- Automation and empathy: keeping the human touch while adopting new tools
- Leadership lessons: preparing teams for the next phase of customer service
This episode is built for CX leaders, support professionals, and founders thinking hard about AI and customer experience.
