In this episode of the CX pod, Merete and Joanna welcome CarinaDalquist Valbøll, the Nordic head of customer service at SATS, to discuss theunique challenges and strategies in the fitness industry. The conversationcovers personal anecdotes, the transition from telecom to fitness, drivingmembership engagement, the importance of community, and the role of AI inenhancing customer service.

Carina shares insights on maintaining motivation amongmembers, the significance of company culture, and the challenges of adoptingnew technologies in a competitive landscape. In this conversation, the speakersdiscuss the importance of understanding customer needs and the role of AI inenhancing membership experiences. They explore the future of customer service,the ethical responsibilities surrounding body image, and the significance ofdata insights in decision-making. The conversation also touches on pricingstrategies, customer loyalty, and the impact of economic changes on businessoperations. Finally, they reflect on leadership during crises and theimportance of maintaining a strong team culture.

Follow Carina here: https://www.linkedin.com/in/carina-cecilia-dalquist-valb%C3%B8ll-57b1b8/