Luke Squires, Customer Experience Director at Sykes Holiday Cottages, discusses how businesses can integrate transformational technologies like AI into their traditional customer support operations. He discusses the evolution of customer service, the exciting potential of AI, and how it’s becoming more accessible to companies. Luke emphasizes that while AI comes with challenges, it opens up many new opportunities for improving customer experiences.

“Technology is the best it’s ever been. It’s constantly evolving and becoming more accessible for companies. While it still comes with a significant cost, tools like AI are no longer a new concept. They’re now something businesses can adopt and start running with.” – Luke Squires

Luke Squires highlights the growing need to integrate AI-driven tools into traditional customer support. He explains how rapidly evolving consumer expectations, driven by pandemic-era digital behaviors and Gen Z's unique communication preferences, present challenges and opportunities. Drawing on his experience leading teams at the UK’s top holiday rental company, Luke recommends balancing automation with human empathy, leveraging real-time analytics to anticipate needs, and positioning support as a strategic growth driver rather than a cost center.