The AI-Ready Customer Experience Playbook with Ty Givens (Part 1)
🎧 Episode 179: The AI-Ready Customer Experience Playbook with Ty Givens (Part 1)
In this conversation, Ty Givens, founder of CX Collective and CX Collective Advantage, shares her journey from corporate leader to entrepreneur, and how she’s helping companies transform customer chaos into streamlined, scalable operations.
With more than 25 years of experience leading customer support teams at See’s Candies, Thrive Causemetics, Shoedazzle, and Herbalife, Ty has seen firsthand what it takes to balance operational wins with the very human side of leadership. She opens up about the reality of scaling with AI, the emotional cost of self-doubt, and the frameworks she’s built to help leaders rise with clarity and confidence.
We explore:
- Why “AI doesn’t solve chaos, it scales it”… and what to fix before automating
- How Thrive Causemetics cut resolution times from 10 hours to 4 minutes
- The LOOP Method, and how leaders can turn concepts into actionable playbooks
- The emotional toll of being promoted before you feel ready
- How to build self-trust and combat imposter syndrome in leadership
- Why meeting people where they are matters more than pushing shiny tech
- The overlooked role of empathy in scaling customer experience
🔑 Key takeaways:
- Broken systems can’t be automated into excellence, fix the foundation first
- Efficiency without empathy is a short-term win but a long-term loss
- Self-doubt is part of growth, it’s what you do with it that matters
- Great leadership is equal parts process and people
💡 Quotes to remember:
“AI doesn’t solve chaos. It scales it.”
“You can’t make people fit the technology, you make the technology fit the people.”
“Self-doubt isn’t a disqualifier. Inaction is.”
“Every great leader was once unprepared for their first big role.”
📚 Resources mentioned:
✨ Learn more about Ty’s work:
📲 Connect with Ty:
LinkedIn – Ty Givens
A rising tide raises all ships, and I invite you along on this journey to Evoke Greatness!
Check out my website: www.evokegreatness.com
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