
Forest Admin's Podcast: "Mission Ops: Possible"A podcast where top Ops leaders share strategies, challenges, and lessons from the field.https://www.forestadmin.com/blog/tag/podcast------Episode 8Guest: Sophie Ruddock, COO at EmpathyHost: Guillaume, Head of Marketing at Forest Admin------
00:00 Intro
01:46 The Draw of mission-driven opportunities
03:52 The roles of human and technology in the service
05:10 Drawing a line in the use of automation
06:43 The reach of Empathy
08:53 Scaling while keeping high NPS
10:47 Building in house and partnering with best-in-business solutions for Tech
11:17 Using Tech to build comprehensive journeys and experiences
12:33 Breaking silos and having teams work side-by-side
14:01 How Tech is enabling Empathy's Care Managers
15:38 The knowledge center to deal with complexity with speed
16:26 Designing and deploying AI with intention and caution
17:27 Where Empathy is deploying AI