Chris Rojas, Head of U.S. Customer Service at Raisin, shares insights on transforming customer support teams from cost centers into value creators. He discusses building customer-centric operations, aligning stakeholders on service goals, and leveraging qualitative and data-driven approaches. He also highlights AI’s role in empowering agents, not replacing them, and stresses robust agent support to foster trust and reduce turnover.

"A great customer service that supports the success of any business is worthy of the right level of time and investment and can bring significant value to any organization." - Chris Rojas

Chris Rojas shares valuable insights on redefining service operations through strategic alignment. He highlights the importance of treating customer experience as a competitive differentiator, which can unlock significant value for organizations. Additionally, he emphasizes optimizing human-technology collaboration to empower service teams, ultimately driving success and enhancing overall performance in customer service.

Vivian Malandrin, Senior Manager of Customer Experience at Amazon Brazil, explains how customer obsession fuels Amazon's continued success. She emphasizes the company’s strong culture and leadership principles that prioritize customer needs. She also describes how real-time feedback and anecdotes drive innovation and improvements.

“Customer obsession means that leaders, like every Amazonian, start with the customer and work backward from there. We always begin with the customer’s questions, pain points, and feelings.” - Vivian Malandrin

Vivian Malandrin’s insights emphasize that customer obsession is a transformative approach that demands dedication, empathy, and strategy. Her transition from journalism to leading customer experience at Amazon highlights the importance of listening and storytelling in business. By integrating these practices, businesses can transform customer experience into a core identity, driving loyalty and growth.

Thomas Lehner, Director of Global Support and Operations at Spryker, shares his journey from entrepreneur to global leader in customer experience. He emphasizes the role of an entrepreneurial mindset in fostering innovation, sustainable value, and effective feedback loops for continuous improvement. He also discusses the importance of aligning product development with evolving customer needs.

“If we look at what is important in entrepreneurship, it all boils down to satisfying a need, and you need to consistently produce relevant and sustainable value for your customer.” - Thomas Lehner

This episode highlights the need for a business-savvy approach to customer experience. It's all about creating lasting value, always getting better through feedback, and blending human touch with AI smarts. This recipe helps companies stand out and really wow their customers in today's tricky market