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Email_Incremental intelligence Guide
Hi there,
Modernizing with AI doesn't have to mean tearing out what already works. The path that got one legacy retailer to AI-native CX proves you can get there one piece at a time.
We sat down with Uman Chan, Principal Director of Customer Experience Technology at Vitamin Shoppe, to break down how his team built a fully composable, AI-ready architecture without a single rip-and-replace moment. The resulting guide covers:
Why waiting on AI has a cost
How to modernize in pieces
How to earn trust in small, provable wins
Why average handle time might go up, on purpose
How to bring your team with you
None of it required Vitamin Shoppe to start over. It required treating modernization as an ongoing practice instead of a single leap.
Get the guide (no form!)
P.S. "The perfect time to do something like this is last week, and the second best time is actually today." That's Uman Chan's read on waiting for the right moment. The guide has the rest of his thinking.
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