The third wave of customer support - Interview with Natasha Ratanshi-Stein of Surfboard
- E521
- 32:51
- November 4th 2024
Today’s interview is with Natasha Ratanshi-Stein, CEO & Founder of Surfboard, an award-winning workforce management (WFM) software provider. Natasha joins me today to talk about the findings of their recently released 2024 customer service survey: The third wave of customer support, what might be stopping some customer service teams from not investing in AI tools and capabilities, where they are investing, how it is benefitting them and some advice for customer service leaders looking to get the most out of their AI investments.
Since this podcast was recorded, Surfboard has been acquired by Dialpad. You can find out more here.
This interview follows on from my recent interview – Basketball, false hustle and metrics that matter – Interview with Thomas Laird of Expivia/OttoQA – and is number 521 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Punk CX: Customer Experience Insights with Adrian Swinscoe
Adrian Swinscoe discusses customer experience and strategy with industry leaders in this engaging series about how to deliver a standout customer experience and service.
Topics covered in the interviews include customer service, customer experience, customer engagement, employee experience, employee engagement, technology, adaptable and responsive organizations, digital transformation, high-performing teams, how to best leverage artificial intelligence to drive better outcomes, other new technologies and related issues.
Essentially, Adrian is looking for practical clues and insights that will help you build a business that both customers and employees love.