I’m Lars Richter, a solution consultant working in Customer Experience (CX).
CX-Radar is where I write about customer service technology and related topics.
I help organizations improve their customer service operations, guiding projects from solution design through to technical delivery. My work includes setting up and managing Genesys Cloud, leading platform migrations, improving processes, and integrating AI into customer service. Genesys Cloud is part of my day-to-day work, but I also explore the broader ideas and systems around it.
I’m a researcher at heart. I have a master’s degree in empirical linguistics and a background in machine learning, NLP, and text analytics. I attended several courses offered by the Text Technology Lab at Goethe University Frankfurt am Main.
I’m interested in solutions that work well for both customers and the people who support them. I enjoy empirical work, but I also appreciate a good thought experiment! I also like exploring large datasets and seeing what conclusions I can draw from them.