Honestly, we weren't sure what would happen.
There’s no shortage of discussions around AI these days. How learners are using it, how educators are employing it, and even how we leverage it to improve our customers’ experience. However, many times discussions lead to more discussions. What if we pulled back on the talk and focused more on the act?
So we tried something different. We cleared two days, assembled the entire Customer Experience team in our HQ, gave them real problems to solve, and said: just build something. Make mistakes. Ask for help. See what happens. Put yourselves in the shoes of our customer community and see what we can build that drives even stronger connections.
What happened was kind of remarkable.
People who'd never thought of themselves as builders shipped actual working tools — not prototypes, but things their teammates could use the next week. Ideas that had been stuck in the "we should really do something about that" pile finally got unstuck. And somewhere in the middle of all the chaos and debate, people started teaching each other things they'd figured out on their own.
That cross-pollination was the part nobody planned for. Someone in one corner of the room had already solved a problem that someone else had been fighting for months. It just took getting everyone in the same place to find out, and the opportunity to try an idea, build it, present it, defend it, and move it forward. An inspiring sight to witness, I have to say.
We think this says something about where AI actually lives, in the hands of people who deeply understand the problems they're trying to fix. Our CX team knows your pain points better than almost anyone. Watching them build tools around those pain points, from scratch, in two days, was genuinely exciting.
We're still learning. We'll keep sharing what we find.
