Kacy Schwartz on AI, Accountability, and the Strangest Payment Plan She’s Ever Seen

CX Spotlight is a series where we speak to customer experience leaders from across industries who are rethinking support, building customer-first cultures, and finding clarity in the messiness of real-life CX.

Every edition is a quick, candid conversation. No fluff. No jargon. Just real-world insights from people who’ve been there and done that.

Table of Contents

• 👉In Conversation With Kacy Schwartz
  • 🐇 What would your support alter ego be called—and what would their superpower be?
  • 🌟 How did you find your way into customer experience? Was it intentional or accidental?
  • 😲 What’s the most unexpected support interaction you’ve had?
  • 🧠 What’s one practical change you’ve implemented to make your team more customer-centric?
  • 🛠 One tool or app you can’t live without at work?
  • 💡 One piece of advice for someone just starting in customer support?
  • 🤖 Where has AI actually made support better?
  • 📧 Is Email an overrated or underrated as a support channel? Why?
  • 📚 A book, podcast, or show you’d recommend?
  • 😀 What’s one emoji you use regularly when interacting with customers?
  • 🌾 If you weren’t in CX, what would you be doing?

👉In Conversation With Kacy Schwartz

Kacy Schwartz is the Client Support Director at Splitit, where she leads a global 24/7 support team serving over 450 fintech merchants. Over the years, she’s built customer experiences that move fast without losing empathy. Whether it’s designing training guides or implementing AI tools, Kacy has mastered the art of blending speed with care.

She played a key role in launching Splitit’s in-house AI chatbot, which now deflects over 400 tickets every month—improving first-response and resolution times without compromising quality.

Interestingly, Kacy’s journey into customer experience wasn’t planned. Early in her career, she worked alongside seasoned veterans who taught her that strong business relationships are built on respect and accountability. That principle has guided every role since.

In this edition of CX Spotlight, Kacy talks about why accountability is the foundation of great support—and why training should feel just as human as customer conversations.

🐇 What would your support alter ego be called—and what would their superpower be?

“Responsive Rabbit.” Quick with the keyboard and always ready for the next customer case!

🌟 How did you find your way into customer experience? Was it intentional or accidental?

Accidental. After college, I joined a team of experienced veterans and learned how to navigate complex business relationships. From there, I carried those lessons forward, treating customers with respect in every role I’ve had since.

😲 What’s the most unexpected support interaction you’ve had?

A mother once set up a payment plan using a credit card in her one-year-old son’s name. I didn’t even know that was possible! We ended up adding that case to our training file.

🧠 What’s one practical change you’ve implemented to make your team more customer-centric?

I created a merchant training guide using the same concepts and language I use for my internal team. That way, merchants deliver the same experience to their customers that we provide directly, ensuring consistency across every touchpoint.

🛠 One tool or app you can’t live without at work?

ChatGPT. It helps me kick-start new projects and serves as a great research partner when I’m building resources for my team or customers.

💡 One piece of advice for someone just starting in customer support?

Be known for your accountability. Follow through on your commitments. It’ll take you far in both your career and life.

🤖 Where has AI actually made support better?

We built our own AI chatbot in-house. It handles the most common cases as the first layer of support, freeing up the team to focus on more complex and sensitive issues.

📧 Is Email an overrated or underrated as a support channel? Why?

Overrated. I love email because it lets you craft thoughtful responses, but today’s customers want immediacy. Most people don’t read long emails anymore. Email should still be available, but chat must take priority—followed by phone and a strong self-service FAQ page.

📚 A book, podcast, or show you’d recommend?

Going Pro: The Deliberate Practice of Professionalism by Tony Kern. It’s a fantastic resource on character, quality, and performance.

😀 What’s one emoji you use regularly when interacting with customers?

I don’t use them! I prefer a more professional approach, but I do enjoy them.

🌾 If you weren’t in CX, what would you be doing?

Farming and raising animals! It doesn’t fit our family lifestyle right now, but maybe later in life.

Enjoyed Kacy’s take on customer experience? Connect with her on LinkedIn or check out more stories in the CX Spotlight series.

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