Empathy or Automation? The $1,000,000 Nextdoor Question
I recently received what appears to be a familiar, canned response from Nextdoor Support after posting on X. The message said they were sorry to hear about my issue and wanted to investigate, asking me to send my email address so someone from the Support Team could reach out directly.
So I replied.
I explained that I no longer have an account, but I have an unanswered question regarding Nextdoor's Terms and Conditions, and I invited them to contact me by email.
Now comes the $1,000,000 question:
Will someone actually follow through?
It's easy to express empathy with a template. It's much harder to demonstrate it through action. The appearance of caring and actually caring are two very different things.
That reminds me of Natalie Beckerman's new book, When Did You Stop Caring?, now available June 23, 2026, through Amazon and Barnes & Noble. I'm also looking forward to her presentation at Customer Contact Week (CCW) in Las Vegas, June 22–25, 2026, where I hope the conference delivers an enormous conversation around empathy, leadership, and customer experience.
The title makes me wonder:
When did Nextdoor stop caring enough to see conversations through to completion?
I'll gladly update everyone if an email arrives.
Customer Contact Week, Nextdoor, and an Invitation to Talk
I'm putting the finishing touches on an updated video about Customer Contact Week in Las Vegas and why I believe it could be the perfect place for meaningful conversations about improving the Nextdoor experience.
Could AI help strengthen communities while creating a better experience for neighbors and advertisers alike?
Watch the video and let me know what you think.
Heading To Customer Contact Week Las Vegas 2026
I'm excited to share that I'll be attending Customer Contact Week (CCW) in Las Vegas from June 22-25, 2026.
For those of us who have spent our careers in Customer Experience, Contact Centers, Learning & Development, Workforce Management, Operations, Quality, Technology, and BPO leadership, CCW remains one of the most valuable events in the industry.
This year's event brings together leaders focused on AI, automation, digital transformation, customer experience innovation, workforce engagement, operational excellence, and the future of customer care. It is one of the few conferences where executives, practitioners, technology providers, and operations leaders are all having the same conversations in the same place.
One of the moments I'm most looking forward to is reconnecting with Natalie Beckerman, EVP & Chief Business Officer at iQor and a member of the CCW Advisory Board. Natalie has been an incredible friend and mentor who helped shape my career and offered support during one of the most challenging health setbacks of my life.
I'm especially excited to hear Natalie speak about her upcoming book, When Did You Stop Caring?, where she challenges leaders to think differently about empathy, accountability, culture, and the human side of customer care.
Pre-order your copy here:
https://a.co/d/0dHRj6KZ
If you're in the customer contact industry and have never attended CCW, I encourage you to consider making the investment regardless of your role.
Why?
✅ Learn what is actually working in AI and automation
✅ Network with leaders facing the same challenges you are
✅ Discover emerging technology before it becomes mainstream
✅ Gain practical ideas you can implement immediately
✅ Build relationships that often become career-changing opportunities
I've attended enough conferences throughout my career to know that sometimes the best idea, partnership, mentor, or future opportunity comes from a conversation in a hallway rather than a presentation on a stage.
If you'll be attending CCW Las Vegas, let me know. I'd love to connect.
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