Customer Service Weekly

A human-centered design is all about approaching a problem and using the voices of the customer and employee to develop a solution for that problem - the most reliable data you can get is still from your customers and employees. With the impacts and shifts brought about by the pandemic, more and more companies are implementing a human-centered design approach in making decisions for their business. So, how exactly do you implement or develop a human-centered design strategy?

In this episode of the Customer Service Weekly podcast, Tabitha Dunn, Chief Customer Officer - Head of Customer Experience and Global Sales Excellence for Ericsson, shares strategies and tactics on how you can apply a human-centered design approach in your organization. She shares her rich experience working across multiple disciplines in Ericsson and how she is able to make a positive impact both in the customer and employee experience.

The auto industry is without a doubt one of the biggest industry in the world. It has a massive customer-base and maintaining a positive relationship with each individual customer is certainly a great challenge. How exactly do you handle CX in the auto industry? In this episode of the Customer Service Weekly podcast, Jason S. Bradshaw, Chief Customer & Marketing Officer of Volkswagen Group Australia, shares his experience working in the auto industry and how he handles customers in Volkswagen Australia. He reveals to us myths and misconceptions and shares to us great strategies to become more successful in the auto industry and Ignite CX Celebration all year long!

In a world driven by content and social media, how do you allow diversity and discourse to happen while still being able to enforce a company's values and drive its mission? In this episode of the Customer Service Weekly podcast, Donald Hicks, VP of Twitter Service, share his experiences in how he leads his team at Twitter to serve the global market and still Ignite CX Celebration all year long!

Massive change has been brought about by rapid advancements in technology, and people's habits and behaviors have changed, specially in the way financial transactions are made. Add to that, the world was hit by a global pandemic that has disrupted personal lives and has brought, yet again, changes into people's habits and behaviors. How does one keep up with this change, and how do you adapt to the changing demands of the customer?

Listen to this episode of the Customer Service Weekly podcast as Mark Slatin, SVP, Director of Client Experience of Sandy Spring Bank share his story in how he and Sandy Spring Bank adapt to these changes and can still manage to Ignite CX Celebration all year long!

With the change of lifestyle brought about by the global pandemic, coping up with the massive change has been a great challenge. Whether it's the customer or the agent, it's important to keep yourself mentally and physically healthy in order to keep productive and run normally as a human being. In this episode of the Customer Service Weekly podcast, Michael Pace, Director of Global Services for Virgin Pulse, shares some of his insights in how to deal with the struggles and stress encountered both corporately and personally. Michael also shares how he continues to Ignite CX Celebration at Virgin Pulse despite the global pandemic.

Customers are becoming more and more health conscious, and the demand for fast, fresh food is getting higher and higher. How do you keep up with the rising demand while still delivering a memorable Customer Experience? In this week of the Customer Service Weekly podcast, Colin Crowley, VP of Customer Experience at Freshly share strategies and tactics in how to deliver the best Customer Experience and Ignite the CX Celebration all year long.

How do you introduce Customer Service Week if you haven't celebrated it before? Fortunately for Lauren Volpe, Chief Experience Officer of QuadPay, celebrating the people behind the customer experience is already part of QuadPay's culture. Whether it has been formally celebrated before or not, you can still Ignite CX Celebration! Listen to this episode and get valuable insights on how Lauren and QuadPay celebrate Customer Service Week.

Most people think of Coca-Cola as just Coke, soft drinks, diet, etc., but Coca-Cola is more than that. Coca-Cola is dedicated to help promote health and wellness to each customer and to help them live positively in every aspect of their lives. In this episode of the Customer Service Weekly podcast, Raz Barnwell, Senior Director of The Center of Support (TCOS) for Coca-Cola, shares how she and her team delivers this value to their customers in order to truly open happiness in every customer's life. Join us as we Ignite CX Celebration this week and all year long.

Majority of customer service is driven by people and culture, but the technology driving it is just as important. In this episode of the Customer Service Weekly podcast, Bit Rambusch, Vice President, eServices & Knowledge Management of Dell Technologies, shares his knowledge and wisdom in how Dell celebrates Customer Service Week and Ignite CX Celebration all year long.

Despite the remote work arrangements brought about by the pandemic, working together effectively to serve the customer still requires the agents to be in close proximity to each other. It is important to keep everyone engaged and mentally healthy in spite of the major changes happening in our world today. In this episode of the Customer Service Weekly podcast, Philip Bennett, Manager, Customer Service Operations at Empire Today , LLC, shares how he and Empire Today work together to deliver those services and how they celebrate Customer Service week and Ignite CX Celebration all year long.