• October 30, 2025
Gritty innovation, and scaling CX with data and AI
Featuring Lauren Inman-Semerau
VP of Customer Experience at PACT
How PACT plans to deliver great experience with smaller teams
When Lauren Inman-Semerau joined PACT as VP of Customer Experience, she inherited an 11-person team managing 13,000 conversations monthly with disconnected systems and no engineering support. Instead of accepting the false choice between efficiency and personalization, Lauren chose both. In this episode, she shares her tips for proving AI ROI, bringing teams along on the AI journey, and using data to drive creative experimentation.
13,000 conversations. 11 people. Zero engineering support. Lauren Inman-Semerau, VP of CX at PACT, reveals how she's preparing to increase growth without increasing headcount, and why traditional CX metrics are already obsolete. Watch the full breakdown.
"How do you take the things that don't have to be personalized away and have your AI do that so that the radically personalized things can be done by humans? And I think even that is shifting now."
Lauren Inman-Semerau
VP of Customer Experience, PACT
About the host
Joseph Ansanelli is Executive Chairman & Co-Founder of Gladly, a CX platform powered by AI that puts people, not tickets, at the center of every conversation. In addition to leading Gladly, Joseph is a partner at Greylock Partners. As host of Radically Personal, he serves as a curiosity translator, drawing out strategies and hard-won lessons from CX leaders navigating the AI revolution, exploring how they prove ROI, manage change, and scale without compromise.
About the guest
When Lauren Inman-Semerau joined PACT as VP of Customer Experience, she inherited an 11-person team managing 13,000 conversations monthly with disconnected systems and no engineering support. Instead of accepting the false choice between efficiency and personalization, Lauren chose both.
