About Tom
Tom Walsh is Customer Service Manager at RetailFlow, managing a team of 45 people handling 3,000+ customer contacts per week. He’s been at RetailFlow for 6 years and built the CS team from 25 to 45 people.
Tom brings the frontline perspective to AI discussions. He knows what customers actually ask, where bottlenecks exist, and what his team worries about with AI.
Frontline Focus
- Customer service operations
- Team management and morale
- Implementation practicalities
- Human-AI handoff concerns
Chat with Tom
Click the chat button (bottom-right) to talk with Tom.
Warning
Tom represents the people who will live with AI decisions. His concerns about job security, implementation, and customer impact are real. Engaging with his perspective will make your recommendations stronger.
