Building a High-Quality, AI-Powered Client Experience: A Chat with Hermes Worldwide

When your team spans time zones, channels, client types, and ten emails can land in three seconds, how do you know whether your standards are actually being met?

For Hermes Worldwide, a luxury ground transportation company powering 24/7 global operations, client experience isn’t simply a department — it’s a key part of the product. When emails miss details, feel off-brand, or fall below the company’s standard of care, the client relationships that drive the business can be put at risk.

For a long time, quality control at Hermes meant randomly picking emails to review. It was a gut-feel process that gave the team only a partial picture and left a lot to chance.

In this fireside chat, CEO Jorge Sanchez joins us to share how Hermes transformed its approach, moving from manual spot-checks to AI-powered evaluation of client conversations. We’ll talk about what they learned with greater visibility, how it changed the way the team works week to week, and why quality became less of a personal judgment call and more of a shared operating standard.

If you run a team where every interaction carries real stakes, this one’s for you.