In this episode of CEO Perspectives, Denise Dahlhoff, senior researcher at The Conference Board Marketing & Communications Center, joins President and CEO Steve Odland to discuss an endless frustration for many US consumers—and a surprising fascination for experts: customer service in the US. Tune in to find out:

• Why does the quality of customer service in the US feel like it’s declining year after year? Does the data match the anecdotal frustrations?
• When did this decline start—and what was its underlying cause?
• Can technology and corporate innovation turn this situation around—or are they part of the problem?
• What was the role of the pandemic in exacerbating customer service woes? Is a turnaround in the cards?
• How do generational changes and labor shortages impact the problem?
• What are reasons for hope in a better customer experience? Do certain industries or regions of the country stand out as models to emulate?