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🎧 Episode 180: The AI-Ready Customer Experience Playbook with Ty Givens (Part 2)

In Part 2 of this conversation, Ty Givens, founder of CX Collective and CX Collective Advantage, goes deeper into the human side of customer experience leadership—where imposter syndrome, self-trust, and resilience collide with the demands of scaling in the age of AI.

Ty shares openly about her own battles with feeling “not ready,” what it really takes to trust yourself as a leader, and why sometimes the best CX strategy isn’t about speed or automation—it’s about empathy and meeting customers where they are.

We explore:

• The emotional cost of being promoted before you’re ready—and how to overcome imposter syndrome
• Practical strategies to build self-trust and resilience as a CX leader
• How to balance metrics like efficiency and speed with empathy and well-being
• The most common help desk “patchwork” problems—and the simplest fix to stop losing tickets
• The evolving skill set CX leaders need to thrive in 2025 and beyond
• The truth no one talks about: there’s no single “right” way to do CX
• Ty’s one piece of wisdom for leaders everywhere: you’re enough

🔑 Key takeaways:

• Self-doubt doesn’t disqualify you—it can fuel growth if you let it
• Trust is built not by being perfect, but by being transparent about mistakes
• The best customer experience is the one that fits your company, not someone else’s model
• Great CX leadership today requires mastering processes, knowledge management, and AI—not just people management

💡 Quotes to remember:

“I only make mistakes on days that end with Y.”

“The best customer experience is the one that’s right for your business.”

“You’re enough.”

“Efficiency without empathy isn’t customer experience—it’s customer neglect.”

📚 Resources mentioned:

✨ Learn more about Ty’s work:

www.cxcollective.com

www.cxcollectiveadvantage.com

📲 Connect with Ty:

LinkedIn – Ty Givens

YouTube – CX Collective Advantage Channel

A rising tide raises all ships, and I invite you along on this journey to Evoke Greatness!
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