CS Directors' Tea: When GetHumanCall Brings Together the Brightest Minds in Customer Service

On April 9th, from 3 to 5 PM, the Wecasa offices in Paris's 18th arrondissement opened their doors to around fifteen Customer Success directors. On the initiative of GetHumanCall, Jonathan Da Costa brought these decision-makers together around a deliberately intimate format. The goal of this "CS Directors' Tea" was clear: to step away from marketing narratives and confront the operational realities and performance levers of 2026.

Tech Stack Optimization: AI and No-Code in Service of Operations

The first thing that strikes you is the candor. No corporate slide decks — just a shared observation: it's time to put an end to the "Excel era." Those time-consuming, often unscalable spreadsheets are now being replaced by real-time operational oversight.

Jeoffrey, Jo, and Samuel from Pickme shared how they use N8N: connecting Zendesk's AI to Slack to transform monitoring. Rather than constantly scanning dashboards where "everything looks fine," managers are only alerted when a critical threshold requires human intervention.

Jonathan Da Costa, for his part, highlighted the use of Lovable and ChatGPT. These tools empower directors to become "augmented strategists" — building their own lightweight internal SaaS tools: stable, visual, and perfectly suited for quality audits or operational flow tracking, with no coding knowledge required.

Segmentation and Profitability: The Retention Challenge

The session also tackled the financial health of Customer Care. Balancing what has already been achieved against what still needs to be built, the retention curve took center stage. In a multi-service model, the challenge lies in guiding the customer all the way to the "profitability pivot."

Segmentation isn't cynicism — it's a strategic stance. To ensure profitability, three things are essential:

• Identifying potential: Spotting high-value customers to turn a one-off service into a lasting partnership through cross-selling.
• Reading weak signals: Detecting aggression, repeated escalations, or unusual silence to anticipate churn before it happens.
• Structuring teams: Separating Care, Support, Expansion, and Critical accounts so each team can excel and drive profitability department by department.

A Strategic Think Tank for Customer Service

This is the true value of the CS Directors' Tea: bringing decision-makers together in a space for direct, unfiltered exchange — where operational monitoring is automated so that the human element can be elevated.

The event will return, the topics will evolve, but the ambition stays the same: to make the CS director both a technological and a human leader. A heartfelt thank you to Elsa Triboul and the entire Wecasa team for their hospitality, and to every participant for the quality of the conversation.

See you at the next edition!