Free live webinar
The Calls AI Leaves Behind
Customer service is handing the easy contacts to AI. The calls your people still take are the hard ones, and they decide whether a customer stays. Bartek Lechowski and Dimitri Jambé show where AI really stands in customer service, and how to design the conversations it can't have.
Thursday, January 28, 2027, 10:00 to 11:00 CET (Brussels time). Online, in English, free.
About this webinar
Fewer calls. Each one weighs more.
When the simple questions go to a bot, what reaches your people is the angry customer, the complicated case and the moment someone decides to stay or leave. Most teams are still prepared for those calls with a script and measured on how fast they end them. In one hour, two practitioners take you from what AI does today to what it takes to make the human conversations count.
Where AI really stands
Bartek shows what AI already does in customer service, from chat to generative voice: what works, what fails, and which contacts are leaving the human queue.
Why the calls that stay matter most
If machines take the volume, every call a person takes is a hard one. We look at what that means for the way you prepare, coach and measure your team.
How to design a great conversation
Dimitri shows how a customer conversation can be designed, moment by moment, and what has to change around your people so they can deliver it every day.
Who it is for
For the people who run customer service
Customer service and contact center leaders, heads of service operations, CX leads who carry customer service, and the team leads who coach. If you are deciding what to automate and what to keep human, this hour is for you.
Speakers
Who you will hear
Bartek Lechowski
Founder, Human Magic Consulting
Bartek helps companies build customer experiences around people. At IKEA he co-created Human Magic: a system that let thousands of employees deliver great service consistently. Today he works with companies putting AI to work in customer experience.
Dimitri Jambé
Creator of Interaction by Design
Dimitri has spent 20 years helping some of Belgium's biggest organizations make great customer service something they can count on. His conviction: great service is not a matter of chance. It can be designed.
Michel Stevens
Founder, CXM Academy (your host)
Michel founded CXM Academy and leads its CX courses. He hosts the session and the Q&A.
Save your seat
Thursday, January 28, 2027, 10:00 to 11:00 CET (Brussels time). Online, in English, free. Bring your questions: we answer them live after each speaker. Everyone who registers gets the recording.