AI shouldn’t replace your customer support team — it should join it. In this live episode, Clare sits down with Sandrea Morgan, Head of Customer Support at Adanola, to explore how she successfully implemented AI within her contact centre by treating it not as a tool — but as a team member.

Sandrea takes us behind the scenes of Adanola’s AI journey: from designing a rigorous training and development process, to building trust with advisors, to using a human-first testing framework that allowed AI to create value without compromising brand experience.

This conversation goes beyond “AI as automation” — instead revealing how to operationalise AI responsibly, empower teams, and continuously improve the model just like you would any human colleague.

Listeners will gain practical insight into how to implement AI in a high-growth brand with precision, care, and measurable impact.

Available exclusively to Women in CX community members.

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