S&S Activewear’s Laura Turner on Technology Adoption without Perfect Data Infrastructure

About this episode

Laura Turner discusses the impact of technology adoption on customer experience and the importance of employee experience in delivering exceptional service.

Implementing conversational AI revealed an unexpected fault line in their customer base for Laura Turner , Head of CX at S&S Activewear . Despite assumptions about how different customer segments would respond to automation, the split came down to something simpler: some customers want speed through self-service, and others insist on human connection regardless of request complexity. This insight forced a strategic pivot away from predetermined customer journeys toward self-selection, allowing customers to choose their own path while educating them on faster options. The lesson extends beyond technology implementation to the foundation of successful CX programs: employee experience determines customer experience, and teams can't deliver exceptional service without proper training, tools, and processes. For example, when Laura implemented a Customer Integration Pulse survey to track sentiment through major system transitions, the real-time feedback revealed missed features critical to one customer base, enabling quick adjustments and transparent communication about roadmap additions. Her approach to AI readiness challenges the myth of perfect data prerequisites. Instead of…

People in this episode

Guest: Laura Turner

Topics covered

• technology adoption
• customer experience
• conversational AI
• self-service
• employee experience
• customer feedback
• data infrastructure

Keywords

• customer segments
• automation
• strategic pivot
• Customer Integration Pulse survey
• AI readiness
• friction points

Mentioned in this episode

Products: Integration Pulse, conversational AI, Customer Integration Pulse survey

Places: US

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