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Summary: In this episode of the Customer Success Playbook podcast, Kevin Metzger and Roman Trebon sit down with David Singer, Global VP at Variant, to tackle a question that’s top of mind for every organization: How do you balance automation and human connection? From chatbots to IVRs, David shares invaluable insights into how businesses can strategically integrate automation without losing the personal touch that customers crave. Plus, we dive into the metrics that determine whether automation is working—or backfiring. And of course, we get personal, discussing superheroes, travel dreams, and a must-read Jackie Chan biography. Tune in for an engaging conversation that’s as fun as it is informative!

Detailed Analysis: Automation is revolutionizing customer interactions, but there’s a fine line between efficiency and alienation. David Singer highlights the evolving customer threshold for automation, explaining how expectations shift over time and why businesses must adapt continuously. He shares real-world examples, including a banking case study, demonstrating how a data-driven approach can prevent over-automation.

The key takeaways? First, know your customers—automation preferences vary based on demographic and experiential data. Second, automation isn’t an all-or-nothing game; hybrid approaches often work best. Finally, measurement is everything: businesses should track CX scores, deflection rates, and containment metrics to ensure automation enhances, rather than hinders, the customer experience.

Beyond business, David gives us a peek into his personality, from his love of Captain America and Spider-Man to his aspirations of visiting Italy and Greece. Whether you’re a CX professional or just someone who loves a good superhero analogy, this episode is packed with value.

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