Episode Details

Learn in this episode:
- How RJ Young structures three specialized support teams across 30 products to hit 95 NPS
- Why most AI vendor pitches fail Amanda's one-question filter
- How to build the internal case for AI adoption when your C-suite is getting pitched directly
- What Agent Assist looks like in practice at a 70-year-old company
- Amanda's 2028 prediction for the support agent role and why most teams are not preparing for it
- The career path from journalism to CX and why amplifying customer voices became the mission

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Amanda Carden-Chamberlain is the Director of Customer Success at RJ Young, a Southeast US business technology company that expanded from printers and copiers into full managed IT infrastructure during COVID. She has spent 17 years in CX across food service, e-commerce at 4Patriots, wine and spirits distribution at Saxco, and enterprise technology. In that time she has also been featured on leading CX blogs for her perspective on customer service as an incubator for future company leaders.

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