Building clarity, intentionality, and trust—layer by layer with Sarah Caminiti

CX transformation starts with the right foundation. In this Table Service podcast episode, SupportNinja Head of Business Transformation Sarah Caminiti discusses how companies can strengthen CX operations by improving knowledge infrastructure, supporting frontline teams, and using AI with greater intention.

Caminiti explains that many companies feel pressure to move quickly with AI, but speed without a strong operational foundation creates risk. Knowledge bases, documentation, clear processes, and shared language are essential before companies can successfully automate or scale support workflows.

The conversation also explores why support teams need space, tools, and trust to do their best work. Caminiti emphasizes that strong CX depends on teams that feel valued and equipped, because customers feel the difference when agents have the context and resources they need to help effectively.

As AI reshapes customer experience, Caminiti makes the case for thoughtful transformation over reactive change. Companies that start with the basics, build repeatable processes, and use AI to enhance — not replace — human expertise will be better positioned to improve both employee and customer experience.