The Journey of Writing "The AI Revolution in Customer Service and Support"
The Journey of Writing "The AI Revolution in Customer Service and Support"
In this talk, the authors, Ross Smith, Mayte Cubino Gonzalez, and Emily McKeon will take you on a behind-the-scenes journey of how their collaborative book, The AI Revolution in Customer Service and Support, came to life. They’ll share how they united their expertise in AI, customer support, and leadership to tackle the project, offering insights into the proposal process and the challenges of balancing personal and professional boundaries—especially when writing about AI innovation within large organizations like Microsoft.
Learn about their writing methods, including the caveators and guidelines for the use of Generative AI, the importance of defining your ideal reader, importance of marketing and self-promotion, and their evolving timeline. They'll discuss surprises along the way, from unexpected shifts in their audience's needs to navigating complex collaborations. Finally, the authors will outline next steps for the book's impact and highlight resources for anyone aspiring to publish their own work.
About the authors:
Ross Smith, FRSA is a Fellow of the Royal Society of the Arts and a worldwide support leader at Microsoft. Ross co-authored The Practical Guide to Defect Prevention and holds seven patents. He is a PhD scholar at University College Dublin, focused on AI, automation, worker displacement, and the future of work. He co-founded the Future World Alliance, a nonprofit committed to responsible AI for the next generation. He can be found online on LinkedIn at rosss42
Mayte Cubino Gonzalez is an EMEA director in the Modern Solutions and Support organization at Microsoft and serves as the site lead and board member of Microsoft Portugal. With 20 years of experience in customer service and support roles, Mayte is also an AI enthusiast and patent holder. She was recognized in 2016 with the European Disability Champion award for her work in raising awareness about hidden disabilities and workplace adjustments. She can be found on LinkedIn at
Emily McKeon is a communication director at Microsoft focused on global strategic business and executive communications designed to strengthen employee engagement and drive value for the Customer Service and Support business. She has vast communication experience and a strong depth of knowledge in customer support, global diversity and inclusion, and employee engagement. She can be found on LinkedIn at emily-mckeon-7ab9ba3