We’ve all used Zoom at least once in the last two years—it’s even reached meme status.  To get an inside scoop and his expert insight, we spoke with Jeff Harling, Head of Global Self-Service at Zoom, about the evolution of CX, the one thing he wished he had focused on sooner in his career, and much more. Join us as we discuss:

• How Zoom has evolved over time
• How CX has changed and how it hasn’t
• The controversy of offering self-service (is it really that disliked?)
• Tracking data around customer experience 

Itching for more CX goodness? You can find this interview and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.