Anne-Sophie Cuzacq was inducted into the CX Hall of Fame for two decades of building customer support and customer success teams from scratch, in industries where the standard of care is the difference between a customer keeping their identity and losing it.

Cuzacq leads a multi-country support and success organization for a digital identity protection platform, with a team of seventy practitioners. The argument she has carried through her career is one most enterprise security narratives bury under the firewall metaphor: the largest breach risk in any organization is not the network perimeter, it is the employee at the keyboard with a weak password. Customer experience, in her framing, is the discipline of supporting that employee well enough that the breach never happens, and supporting them with empathy when it does.

Her position on AI follows the same logic. AI is empowerment, not replacement. The real value at her organization came not from buying the loudest vendor pitch but from rebuilding internal utilities, multilingual translation among them, on top of GPT-class models. The AI takes the rote work, the human handles the conversation that matters. The argument is unfashionable in an industry that wants to claim AI eliminates the human. Cuzacq has held the unfashionable position consistently.

What earned her induction is the discipline of building genuinely human-scale support organizations across her career while the rest of the practice chased automation theater.