Lorikeet

Briefing fatigue occurs when customers find themselves explaining their problem again and again, as they bounce between different support agents. Conversely, shepherding a customer to a resolution alongside the same agent has a disproportionately positive effect on satisfaction metrics, regardless of the steps involved. Watch Bob van Winden and Steve Hind dive into why CX remains the business of listening, talking, and treating people with care. Listen and follow us on: Spotify: https://lnkd.in/gV49fcgE YouTube: https://lnkd.in/gCXW83bN Apple Podcasts: https://lnkd.in/g2b546Am Follow The Squawk podcast for hot takes and big ideas in CX. Perfect for a short commute and guaranteed to leave you with actionable insights to implement in your CX operation.

At Lorikeet, we believe that meaningful relationships come from solving hard problems together. It turns out that the beaches of Hawaii are a great backdrop for problem-solving. Lorikeet’s team members across 🇺🇸 🇬🇧 🇦🇺 gathered together for a week to do just that. Hear Elissa Perdue, Longen Lan, Jake Antoniello, Vivian Yu, Cindy Seuk and Michael Gribben reflect on our recent Hawaii offsite in the video below. We're particularly grateful to two of our customers, Eucalyptus and Linktree, for joining us in Hawaii to spend time together and judge the results of our product hackathon (edit: flockathon 🦜)

In CX, there's a false dichotomy between operating at scale and connecting meaningfully with customers. The opposite is true: the larger your customer base, the greater the risk in not talking to them. Ops leader Bob van Winden joins Steve to weigh up: 1. Anecdotes vs. data 2. In-house vs. outsourced teams 3. Stripe vs. Google CX Listen and follow us on: Spotify: https://lnkd.in/g4FFNcsT YouTube: https://lnkd.in/gHtFnDRQ Apple Podcasts: https://lnkd.in/g2b546Am Follow The Squawk podcast for hot takes and big ideas in CX. Perfect for a short commute and guaranteed to leave you with actionable insights to implement in your CX operation.

You guys I'm low-key terrified I've peaked .... I've peaked haven't I? Interviewing Jamie Hall (Lorikeet cofounder) Jacky Koh (Relevance AI cofounder) and Ivan Zhao (Notion CEO) for Make with Notion day in Sydney last week. Please don't tell Caroline Huynh that I had to YEET my way through the final 10 mins after we smashed through my prepared questions 🤪 I wonder if you'll be able to tell when the YouTube link goes live 😆

Most teams still treat AI like programming expecting an empathy switch to flip or a creativity button to press. But prompting isn't programming, it's coaching. You don't need perfect documentation or rigid SOPs before deploying AI. Like coaching a human, it's iterative: you give feedback, refine, and improve. The difference? AI learns faster and remembers what you taught it yesterday. Treat prompting as an ongoing coaching relationship that's how you unlock truly adaptive, human-like AI performance. In our latest blog post on The Perch, Nathaniel Houghton reframes how teams should think about AI not as something you program, but something you coach. He explores why rigid SOPs and "empathy switches" fail, and how iterative feedback builds smarter, more humanlike AI. Crucially, its a reminder for us that coaching AI isn't a one-off task it's a continuous practice in refinement and understanding. Read more here: https://lnkd.in/gzvPxQnT

Wrapping up #HLTHUSA with lots of highlights. Here’s an abridged first look: - real talk with Eucalyptus on what AI should not be doing in healthcare, including establishing guardrails to maintain clinical safety - great conversations on how our universal concierges keeps patients top of mind - a lot of fun! Hope you enjoyed our Aussie-quality “Flap Whites”, “Lori Lattes” and “Signature Concierge” cocktail Thank you HLTH USA for a great conference. We’re running it back with financial services before the week ends at Money20/20, and then some. See you all soon!

Think again before you apply the same AI support system in healthcare as you do with e-commerce or software. “The moment you get AI dealing with people’s health, their finances, catastrophic moments in their life, a cavalier attitude is just the wrong thing to do”, Steve Hind from Lorikeet discusses this with Tim Doyle from Eucalyptus. Contrast that with if “you’re running a software business and you’re letting AI answer a question about how to export a PDF, the scope of harm is basically zero”. Lorikeet’s first customer is Eucalytpus. We helped handle >1M patient interactions a year, at human-level CSAT, 4 brands in 3 continents, and 90% resolution on non-medical topics. We knew AI support in healthcare required innovating on product architecture as the rules of the game in complex regulated industry is vastly different. Thoroughly enjoyed the rich discussions and insights at HLTH USA. We’ll share further more from this talk on what we learnt globally in the healthcare space. If you’d like to learn more in person, come chat to us at Booth #2821. More info at https://lnkd.in/gmmYY7VE

Some companies profess to care about product quality, but Linear actually has a zero bug policy with teeth. We sat down with Alexandra Lapinsky Wilson, who leads Product Ops and CX at Linear. Linear wants to bring the magic back to software, and Alexandra's teams are making that real for users every day. Hear Alexandra's insights on how CX is critical to delivering on the zero-bug promise: 1) If a user thinks something is broken, it's a bug. No "that's expected behavior" excuses allowed 2) CX does real work before bugs hit engineering: troubleshooting, gathering logs, providing context 3) CX gets staffed on every product project from discovery through launch Listen and follow us on: Spotify: https://lnkd.in/gAYYWH4U YouTube: https://lnkd.in/g7akUFAJ Apple Podcasts: https://lnkd.in/gvcEk98c Follow The Squawk podcast for hot takes and big ideas in CX. Perfect for a short commute and guaranteed to leave you with actionable insights to implement in your CX operation. Read more about Linear's zero-bug policy here: https://lnkd.in/e-VUY9qT

Everyone at this conference is talking about AI-powered everything but let's get realistic - the most important thing in healthcare AI is knowing what AI can't do. Join us at 3.30PM, AI Zone (Theatre C) at HLTH USA to talk about Unfair advantage in support: clinical safety Steve Hind, Lorikeet co-founder and Tim Doyle, Eucalyptus founder are taking the stage and dropping some hard truths (and casual swears). Enjoy the talk and drop by for cocktails and a chiko roll at Booth #2821