Lewis Taylor - VP, Head of Global CX & Austin Site Lead at Dropbox [Customer Service]
He talks about:
· The importance of leadership invested in the customer experience
· How to reduce customer effort
· How he has seen customers’ expectations change the past five years
The book that has influenced Ian the most in the past year:
✔️ Who Moved My Cheese? https://amzn.to/3eQdsoj
✔️ Team of Teams: New Rules of Engagement for a Complex World: https://amzn.to/3vxkOD7
His note all the customer service and CX professionals:
“Don’t make customers navigate your organizations to have a great experience.”
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