Download your FREE copy of '5 CX Trends For 2022'. In this e-book, you’ll learn why these trends are happening, why they matter and what brands can do to prepare. Get it here: [ Ссылка ]
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Since its creation, Lyft has been disruptive. The company set out to eliminate the friction of getting a taxi. But over time, Lyft has grown into a transportation powerhouse. One reason for its success is its total focus on customers.
This week in The Modern Customer Podcast, we have Lyft's VP of Customer Experience, Eric Burdullis.
Join us in this episode as we talk about Eric's career journey, what it truly means to be a customer-centric organization — and some valuable insights about Lyft's continually evolving digital transformation.
BOOKMARKS:
0:00 -- Intro
1:37 -- Eric's work-from-home setup and how COVID was like for him and his family
2:59 -- Eric's career journey at Lyft
4:54 -- Eric's best practices as the VP of Customer Experience
6:09 -- The problems Eric tried to solve during the early days at Lyft
7:45 -- The overall attitude toward customer service, customer experience, and the contact center experience at Lyft
9:27 -- How Lyft measures CX success
11:53 -- Changes in metrics and management as Lyft became more digital on customer service
14:57 -- Inside Lyft’s customer-focused digital transformation
17:36 -- Who is involved in getting Lyft's digital transformation going?
21:04 -- After everything that happened in the last 2 years, are things back to normal at Lyft?
22:50 -- Lyft's car rental services
24:48 -- Rapid-fire round
#digitaltransformation #technology #innovation #customerexperience
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