Episode Summary: The Human Edge in a Bot-Driven World

This week on The Advisory Board Podcast, host Dave Hansen is joined by the ever-iconic Karen Booze—yes, the one with the unmistakable blue hair and a résumé as colorful as her story. From playing the oboe on the White House lawn with the Beach Boys to sharing a high school band room with Kurt Cobain, Karen’s life is as fascinating as her decades-long expertise in answering services.

As Director of Business Growth & Partnerships at AnswerConnect and AnswerForce, Karen has seen firsthand how answering the phone—well, and properly—can make or break a business. She and Dave dig into why human connection still outperforms bots (despite the hype), how generational preferences shape communication, and why not having a phone number on your website might be quietly draining your revenue.

Karen also shares battle-tested best practices—from scripting empathetic greetings to boosting “speed-to-lead”—and warns of the very real cost of inaction for franchise brands and small businesses. Whether you’re managing after-hours calls, figuring out AI’s role in customer service, or just looking for ways to create a more human experience for customers, this episode delivers insights worth answering the call for.

A big thank-you to our episode sponsor, ClientTether, for making these conversations possible and for empowering franchise brands to connect with leads faster and more effectively.

Tune in for stories, stats, and a little rock ‘n’ roll nostalgia as Karen proves that in the world of business growth, human connection never goes out of style.