Delegate tasks. Don't delegate humanity.

AI can move work faster. It cannot decide what good work should still feel like for customers and the people serving them. In this episode of CXO Loading..., Lauren Miles speaks with Lorena Lovrić, Director of Customer Experience at Aterian, about building AI around people rather than asking people to fit around the technology. Lorena started on the front line and has worked through every level of CX. That perspective shows up in her agent-first approach: customers are not ticket numbers, teams should be involved in the change they will have to live with, and automation should remove the noise rather than the human judgement that matters most. Together, Lauren and Lorena talk about the Roomba test for AI implementation, the value of bringing CX and technology together early, and what it took to guide 194,000 customers through a product recall with a team of 15. Lorena also shares why an eNPS of 82, rising to 92 during a demanding period, was not an accident: the people on the front line helped build the approach. For CX leaders making the move towards CXO, this is a useful reminder that the technology is never the whole strategy. The leadership work is in the operating model around it: what you fix first, where human judgement stays, and how you create a team people want to be part of. Links Lorena Lovrić: https://www.linkedin.com/in/lorenalovric/ Lorena’s website: https://lorenalovric.com/ The CXO Codex chapter: https://cxocodex.com/entries/how-to-use-ai-to-create-better-work Women in CX: https://womenincx.community/