Customer Experience Beyond Automation: A Conversation with Sean Albertson and J.P. Dumas

Organizations today are investing heavily in AI, automation, and operational efficiency. But as customer experience leaders look to transform their businesses, an important question remains: how do you scale without losing the human connection customers value most?

In this CX on the Rocks fireside chat, Sean Albertson and J.P. Dumas explore the evolving relationship between AI and customer experience. Their conversation examines the difference between using technology solely to reduce costs versus using it to drive growth, loyalty, and stronger customer relationships. They also discuss why emotional connection continues to influence customer decisions, even as digital interactions become the norm.

The discussion includes examples from Hallmark Business Connections and the role personalized outreach can play in modern customer engagement strategies. From handwritten cards and recognition programs to creating moments that customers remember, share, and act upon, Sean and J.P. share practical perspectives on balancing innovation with empathy.

About CX on the Rocks

CX on the Rocks is a free collective for leaders who want to better understand why business transformation and customer experience efforts often stall—even when teams are talented, data is available, and intent is strong. The community focuses on shared learning, real-world patterns, and practical insights that help leaders make better decisions across customer experience, leadership, data, and AI.

About Sean Albertson

Sean Albertson is a customer experience leader, advisor, and international speaker with more than 20 years of experience helping organizations improve customer journeys, reduce effort, and build loyalty. He previously served as Head of Client Experience Measurement & Analytics at Charles Schwab, where he led enterprise Voice of the Customer and customer experience programs, and as Director of Customer Journey & Analytics at WOW!, where he helped shape customer experience strategy across the organization. Today, Sean advises organizations on customer experience, analytics, and AI-driven experience transformation.

About J.P. Dumas

J.P. Dumas is the founder of CX & Growth Strategies and a customer experience executive with more than 25 years of experience leading large-scale contact center, retention, and customer growth organizations. His career includes executive leadership roles such as SVP of Customer Retention at Altice USA and Vice President of Customer Retention and Call Center Operations at Spectrum. Throughout his career, J.P. has helped organizations improve loyalty, reduce churn, grow revenue, and strengthen employee engagement by creating customer experiences that deliver measurable business results.