Numbers and Narratives
Numbers and Narratives bridges the gap between the marketing/customer experience and data - come listen to marketing and CX experts talk about how to use data to better engage with your customers and provide a great experience.
Numbers and Narratives
Hiring for Curiosity: The Skills AI Can’t Replace
This week, we sit down with Liz Reeves, Director of Client Care Operations at a North Carolina-based healthcare software company backed by Bertelsmann, to unpack a deceptively simple question: how do you use AI to reduce admin work without diluting the human experience? We go deep on “human first, human last,” the realities of a highly regulated industry, and why agentic AI belongs behind the scenes—freeing teams to spend more time with customers and clinicians, not less.
Liz shares how her org supports everything post-sale (customer education, community, chat, quality, and tooling for CS, Support & ProServ), plus concrete ways AI is elevating sales outreach (data-driven “next best” motions), implementation (shorter time-to-value), and support (less swivel-chair, more relationships). We also dig into hiring for the next five years—resiliency, intellectual agility, and relentless curiosity over narrow hard skills—and the downstream impact: when you remove administrative burden, patients ultimately benefit. Cameos include Sean’s ultramarathons, Klarna’s course correction on AI, and Lucy the very good dog.
If you’re thinking about AI in healthcare, customer experience, or building fast-moving post-sale teams, this one’s for you.