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Saas · Ai · Enterprise
The Best Customer Service Doesn't Sound Like a Call Center
A field report on the quiet revolution in customer service: the shift away from the scripted, hold-music call center toward conversations that sound human. It maps the companies rebuilding support from the ground up - Genesys, NICE CXone, Five9, UJET, Talkdesk, and Bret Taylor's Sierra - and argues that in an age of AI agents, the winners are the ones who make talking to a company feel less like filing a ticket and more like getting help from someone who remembers you.
customer service · customer experienceRead →
Founder · Investor · Executive
Lars Dalgaard
Lars Dalgaard is a Danish-born tech entrepreneur who built SuccessFactors from scratch to a $3.4 billion SAP acquisition. Known for his philosophy of empathetic leadership and brutal authenticity, he served as General Partner at Andreessen Horowitz before founding Luv Ventures to invest in early-stage enterprise software and computational biology companies. A polyglot who speaks seven languages and teaches at Stanford Business School, Dalgaard has become Silicon Valley's most vocal advocate for bringing more humanity into the boardroom.
venture capital · saasRead →
Author · Creator · Advisor
Bernadette Jiwa
Bernadette Jiwa is an Irish-Australian author, brand strategist, and storytelling expert who has written 10 #1 Amazon bestselling business books - including Story Driven, Marketing: A Love Story, and Hunch - plus two novels published by Penguin Random House. A former business consultant who began blogging in her forties, she built one of Australia's most-read business blogs, created the Story Skills Workshop on Seth Godin's Akimbo platform, and has become one of the most cited voices on the power of narrative in business and human connection.
storytelling · brand-strategyRead →