Why self-service and the employee experience drive cost savings with Virgin Pulse’s Michael Pace

Conversations with Zendesk - Interviews about Customer Service, Support, and Customer Experience - A podcast by Zendesk: Customer Service Software & Sales CRM

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Business Technology

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/

#CX #CustomerService #CustomerExperience