Emily Potosky works with service and support leaders to understand their pressing challenges, surfacing evidenced best practices and practical tools to put to their own use. She focuses on the future of customer service (emerging trends and disruptions), how to deliver on the promise of a human-AI workforce, and whether or not the economics of generative AI investments will pay off.
Ms. Potosky graduated from Johns Hopkins School of Advanced International Studies with a Master's in International Relations and International Economics in 2016.
Master's in International Relations and Economics from Johns Hopkins School of Advanced International Studies (SAIS)
Creating a robust customer service talent strategy
Enabling customer service reps with technology
Predicting the future trends that may impact or disrupt customer service operations