On this episode, we’re joined by Michael Pace, Vice President, Global Member Services and Operations at Virgin Pulse. By maximizing self-service options and improving platform stability, Michael has helped Virgin Pulse reduce customer contacts while emphasizing the importance of the employee experience to achieve these results.We discuss:- (2:43) Why building a strong knowledge base and self-service resources is so important.- (6:30) Reducing customer contacts through platform stability.- (10:19) The importance of transparency and dashboards for driving improvements.- (13:12) How to build a culture of collaboration and trust.- (14:20) The impact of improved customer support on customer satisfaction.- (15:13) Why great employee experiences lead to top-notch customer experiences.- (21:02) How Michael and his team plan to implement AI tools to improve operations.- (24:06) The potential impact of AI on the employee experience.Resources mentioned:Michael Pace - https://www.linkedin.com/in/pacemichael/Virgin Pulse - https://www.linkedin.com/company/virgin-pulse/Virgin Pulse | Website - https://www.virginpulse.com/Sign up for a free trial at Zendesk.com#CX #CustomerService #CustomerExperience

Ask this episode

“What did the council decide on item 42?” — answered with the speaker and the moment.

Transcript

Related