In the founder world, thereโs a common aspiration: build the machine, then step away from it. But...
When tech scaleups look to optimize operations, the temptation to lean heavily into automation and self-service is understandable. Itโs fast. It scales. It checks the efficiency box.
But in this episode of Wisdom From Wizards, Natalie Ruiz, CEO of AnswerConnect, makes a compelling case for going the other way โ doubling down on human connection.
In a quick 2-minute segment, Natalie answers a simple but revealing question:
Would you rather prioritize exceptional customer service or a seamless self-service experience?
Her answer is clear: Exceptional customer service. Every time.
Why? Because while seamless experiences get the job done, they donโt build bonds. Natalie explains that real customer loyalty is created when someone feels genuinely seen, heard, and understood. That kind of emotional connection canโt be templated or automated.
โIt takes effort. It takes empathy. A deeper investment in people. But the payoff is massive.โ
โ Natalie Ruiz, CEO at AnswerConnect
For CEOs of growing tech companies, this is a critical insight. As your business scales, itโs easy to prioritize efficiency over empathy. But the organizations that stand out are the ones that invest in relationships โ even when itโs harder.
Thatโs exactly the kind of leadership decision we unpack every week on Wisdom From Wizards.
This series is brought to you by Caribou Strategic, helping tech scaleups stand out and succeed. If youโre looking for more conversations like this โ the kind that sharpen your thinking and accelerate your growth โ join us.
๐ If youโre a CEO who refuses to plateau, join a Caribou Strategic Mastermind.
