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Julian Hawes
Julian Hawes is Channel Director at Qmatic, based in the United Kingdom, where he leads partner strategy and channel growth initiatives. With nearly a decade at Qmatic, he has progressed through roles spanning client services, business development, and channel leadership, giving him a comprehensive understanding of customer lifecycle management and recurring revenue models. Julian specializes in building and scaling partner ecosystems, driving B2B growth, and helping organizations optimize service delivery through queue management and appointment solutions. His work focuses on enabling organizations to manage demand more effectively, improve operational efficiency, and enhance customer experiences through data-driven insights and digital engagement.
7 min read
The Hidden ROI of AI: Why Reducing Customer Effort Matters More Than Reducing Cost
For years, the dominant narrative around AI in customer service has focused on cost reduction: automating manual tasks, reducing average handling time (AHT), and improving operational efficiency. While these benefits are real, they only tell part of the story. The greater impact of AI lies in its ab...