James Bauman
Senior director and head of experience, analytics, and insights at TruGreen, leading customer experience and retention strategy across millions of annual customer touchpoints and driving AI-enabled CX initiatives.
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Mar 19, 2026 • 24min
TruGreen's AI Agents Journey: 51% of Concerns Resolved And Escalations Down By 30%
James Bauman, Senior Director at TruGreen who oversees customer experience across millions of touchpoints. He discusses solving the 'leaky bucket' of churn, building an omnichannel CX program, and embedding AI agents into check-ins and surveys. Topics include real-time AI responses, measurable impact on escalations and retention, and the importance of data and operational collaboration.
