--- title: "255: Combining Humans & Machines To Deliver Incredible Customer Experiences | Tim Houlne" description: "255: Combining Humans & Machines To Deliver Incredible Customer Experiences | Tim Houlne" image: https://www.cxchronicles.com/hubfs/Imported_Blog_Media/img-Nov-12-2026-10-43-58-3333-AM.jpg --- [Skip to content](https://www.cxchronicles.com/blog/255-combining-humans-machines-to-deliver-incredible-customer-experiences-tim-houlne#main) [![CXChronicles home](https://www.cxchronicles.com/hs-fs/hubfs/%5BBRANDING%5D/Updated%20CXC%20Logo%202021.jpg?width=500&name=Updated%20CXC%20Logo%202021.jpg)](https://www.cxchronicles.com/) [Services](https://www.cxchronicles.com/services/) [Partners](https://www.cxchronicles.com/partners/) - [Strategic partner networkVetted CX and RevOps tools, preferred pricing](https://www.cxchronicles.com/partners/) - [HubSpot Solutions PartnerImplementation, onboarding and migration](https://www.cxchronicles.com/partners/hubspot/) [Podcast](https://www.cxchronicles.com/podcast/) - [The CXChronicles PodcastEpisodes, rankings and how to listen](https://www.cxchronicles.com/podcast/) - [Content bundles and sponsorshipFeatured episodes for your brand](https://www.cxchronicles.com/podcast-content/) [Events](https://www.cxchronicles.com/events/) [Insights](https://www.cxchronicles.com/insights/) - [BlogArticles and guides from CX leaders](https://www.cxchronicles.com/insights/) - [Case studiesResults from our clients](https://www.cxchronicles.com/case-studies/) - [The Four CX Pillars bookAdrian's playbook for growing with CX](https://www.cxchronicles.com/the-four-cx-pillars/) [About](https://www.cxchronicles.com/about/) [Book a consultation](https://www.cxchronicles.com/contact-us/) Menu - [Services](https://www.cxchronicles.com/services/) - [Partners](https://www.cxchronicles.com/partners/) - [HubSpot Solutions Partner](https://www.cxchronicles.com/partners/hubspot/) - [Podcast](https://www.cxchronicles.com/podcast/) - [Content bundles and sponsorship](https://www.cxchronicles.com/podcast-content/) - [Events](https://www.cxchronicles.com/events/) - [Insights](https://www.cxchronicles.com/insights/) - [Case studies](https://www.cxchronicles.com/case-studies/) - [The Four CX Pillars book](https://www.cxchronicles.com/the-four-cx-pillars/) - [About](https://www.cxchronicles.com/about/) - [Book a consultation](https://www.cxchronicles.com/contact-us/) [Insights](https://www.cxchronicles.com/insights/) # 255: Combining Humans & Machines To Deliver Incredible Customer Experiences | Tim Houlne By **Adrian Brady Cesana** February 18, 2025 [Podcast](https://www.cxchronicles.com/blog/tag/podcast) ![](https://www.cxchronicles.com/hs-fs/hubfs/Imported_Blog_Media/img-Nov-12-2026-10-43-58-3333-AM.jpg?width=1400&name=img-Nov-12-2026-10-43-58-3333-AM.jpg) Hey CX Nation, In this week's episode of The CXChronicles Podcast #255, we welcomed Tim Houlne, CEO at Humache based in Frisco, TX.  Humache combines the strengths of both humans and machines to deliver exceptional customer experiences. Since first opening their doors in 1988, Humach has been at the forefront of customer experience (CX) innovation, delivering world-class call center solutions that have transformed CX for hundreds of clients worldwide. In this episode, Tim and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Humache think through on a daily basis to build world class customer experiences. \*\*Episode #255 Highlight Reel:\*\* 1\. How Humache has been leveraging AI in contact centers for the past decade 2\. Leveraging custom language models to build effective AI-powered solutions  3\. Y-Combinator launched 90 digital voice companies in the last 18 months 4\. Baking employee feedback into the culture of your business to drive innovation 5\. Building and enriching relationships with your customers as you grow [Click here to learn more about Tim Houlne](https://www.linkedin.com/in/timhoulne/) [Click here to learn more about Humache](https://humach.com/) Huge thanks to Tim for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience, customer contact & customer support space into the future. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today. For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community. For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content. You know what would be even better? 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