March 16, 2021

Ep. 11: Heidi El Hawary, Head of User Support at Trivago, on leveraging customer insight; challenging myths; and what's good and bad in the industry right now.

30 minutes

In this episode of the State of Customer Service Podcast, I caught up this week with Heidi El Hawary, Head of User Support at trivago, the global metasearch company in the travel, hotel, holiday industry.

In this episode, we cover:

Customer service philosophy: empowering agents and putting the customer first

The good tactics and the bad tactics used by customer support teams right now

Why customer support insights are important

How to leverage insights to build a customer-centric organisation

How to prepare for the post-pandemic world

Join us on the SentiSum LinkedIn channel for short video clips from customer support leaders like Heidi every day.

...more

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By SentiSum

March 16, 2021

Ep. 11: Heidi El Hawary, Head of User Support at Trivago, on leveraging customer insight; challenging myths; and what's good and bad in the industry right now.

30 minutes

In this episode, we cover:

Customer service philosophy: empowering agents and putting the customer first

The good tactics and the bad tactics used by customer support teams right now

Why customer support insights are important

How to leverage insights to build a customer-centric organisation

How to prepare for the post-pandemic world

Join us on the SentiSum LinkedIn channel for short video clips from customer support leaders like Heidi every day.

...more

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Ep. 11: Heidi El Hawary, Head of User Support at Trivago, on leveraging customer insight; challenging myths; and what's good and bad in the industry right now.

Ep. 11: Heidi El Hawary, Head of User Support at Trivago, on leveraging customer insight; challenging myths; and what's good and bad in the industry right now.