Your Smartest Hire This Year Won’t Need a Desk

Tom Cates
Aug 21
2 min read

A few months ago, I watched a senior account manager on my team spend nearly 90 minutes prepping for a single client call. She pulled up past surveys. Dug through old emails. Reviewed the QBR deck. Juggled tabs like a Vegas card dealer.

All good stuff. Everything we teach. And the call went fine, but by the time it ended, so had her morning.

That’s when I asked: What if your prep was already done? What if your dashboard flagged the trends, drafted your agenda, prepared discovery questions and even suggested follow-up actions, all before you sat down?

That wasn’t wishful thinking. That’s what we just launched!.

Introducing the CX Hub

We've rolled out the CX Hub inside Encompass‑CX: a dedicated space where account teams work with AI, not just next to it. It’s built for strategizing, planning, and responding,

Thank You Emails,
Meeting Agendas,
90-Day Action Plans
Account Planning
Team Coaching.

The idea is simple: put AI where it actually helps. Not hidden in a settings menu. Not buried in a report builder. Front and center. No learning curve, no disruption. Just smarter work.

The Flawed Assumption

We’ve been trained to see AI as a backend tool. A timesaver. A calculator. That’s outdated thinking.

AI is for admin... Humans are for strategy. Wrong. AI is what makes room for strategy.

The Real Issue

Account teams today are stretched thin. They’re buried in reporting, scheduling, email clean-up, note taking, prep work, and post-meeting recaps. And we wonder why client relationships feel rushed—or reactive.

The CX Hub flips that. With AI prompts always at the ready, teams gain:

Early warnings on account risk
Pre-built agendas based on actual engagement data
Nudges to follow up before a problem brews
Action plans that learn and improve with use

And the kicker? Teams spend less time typing and more time talking to clients.

What You Can Do Right Now

Trial Encompass-CX and the CX Hub when you get access, try a prompt you’d normally handle manually.
Let AI draft your next agenda or thank you email, tailored specifically to that client and their needs and see how much context it already pulls for you.
Coach your team to shift their mindset: the AI isn’t replacing them. It’s promoting them: from task-juggler to true relationship leader.

Final Thought

The best account managers know relationships are won in the margins; in the follow-ups that don’t slip, the insights spotted early, the prep that shows you care.

The CX Hub gives your team those margins back.

What could your team accomplish if prep time dropped by half and insight doubled? You’re about to find out.