Lynn Baker keynote speaker on Humanization — The Customer of the Future

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Where does your industry stand on the future of work?

Hi, my name is Lynn Baker. Thank you for taking a few minutes to share your perspective on the changes reshaping business today — customer expectations, Artificial Intelligence, and the evolving role of the people who serve customers.

This short, anonymous survey helps me understand how professionals across industries are experiencing these forces, and it shapes the stories, examples and insights shared in the Humanization keynote.

There are no right or wrong answers. Please answer honestly based on your current experience.

The survey takes approximately 3–5 minutes to complete.

Your responses are 100% anonymous and confidential.

We do not collect your name, email address or any identifying information. Answers are analysed only in aggregate and shared as combined insights — never linked to any individual.

How has your role changed over the past three years?*

It has become much easier.It has become slightly easier.It has stayed about the same.It has become slightly more challenging.It has become significantly more challenging.

Which ONE challenge do you believe will have the greatest impact on your industry over the next five years?*

Which statement best describes your current view of Artificial Intelligence?*

I'm excited and already using it regularly.I'm optimistic but still learning.I'm curious but unsure where to start.I'm concerned about its impact on my role.I don't yet see how it applies to my job.

Thinking about your last five customer or client conversations, which topic dominated most of them?*

How often do you proactively help your customers or clients beyond what your product or service delivers?*

Which of the following best describes the value your customers or clients receive from working with you?*

If Artificial Intelligence saved you one hour every day, how would you choose to invest that time?*

More time with customers or clientsBuilding stronger relationshipsDeeper, more meaningful conversationsLearning and developmentAdministrative workFinding new business opportunities

Which statement best describes your current approach to your work?*

I focus mainly on selling products or services.I focus mainly on solving customer problems.I focus mainly on improving customer experiences.I focus mainly on helping my customers or clients succeed.

Imagine one of your top customers or clients was asked to describe you in a single sentence. Which answer would you most want them to give?*

They're incredibly knowledgeable.They're always available.They provide excellent service.They make my business stronger.I couldn't imagine running my business without them.

If you could change one thing about your role to better prepare it for the future, what would it be?

There are no right or wrong answers. We'd love to hear your thoughts, ideas or concerns about how your role needs to evolve over the next five years.

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Your response is anonymous. One response per participant.