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Humans are back: Why companies are putting a premium on the human element in the digital age

Sunday, January 12
2:45pm
–3:15pm
Kustomer Stage, Hall E, Level 1
Humans are back: Why companies are putting a premium on the human element in the digital age

Customer service is broken. Instead of forging better human-to-human connections, companies are using tech to build walls with customers. But the brands consistently breaking through today have put a premium back on the human element. Whether providing expert guidance or solving an in-the-moment need, savvy companies are re-investing in their people and creating new ways to connect with their customers to deliver superior customer experiences that cannot be automated.


In this session, Olivier Blayac, the General Manager of Color&Co, will outline how the new DTC brand from L’Oréal’s incubator is helping upgrade the at-home hair coloring experience with a platform that offers live video consultations with a professional colorist to create a custom formula that is sent directly to their door, using digital tools to bring the high-touch salon experience to consumers at home.


Callie Field, the Executive Vice President of Customer Care at T-Mobile, will speak about T-Mobile’s Team of Experts—a radically new approach to customer service that puts people first. When you call, you’re immediately connected to a customer service Expert. No bots. No automated phone menu. You get your very own Team of Experts who are dedicated to you and others in your city. Since launching nationwide in 2018, Team of Experts has set records for customer satisfaction. 

Curated in collaboration with:

Olivier Blayac
General Manager
Color&Co by L'Oreal
@ColorandCo_
Callie Field
Executive Vice President, Customer Care
T-Mobile
@CallieField