CX In The Wild
The podcast goes where the work is happening. Dennis talks to the people crafting the best customer experiences and tackling important industry challenges. On location, across sectors, across the world. What they figured out, what it cost them, celebrate their success, and learn what they would do differently.
CX In The Wild
Balancing Automation and Empathy in Modern Customer Service
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This CX in the Wild episode welcomes Lynda Harvey, Director of Customer Service and Account Management at Kin Insurance.
Lynda shares her insights and vision for the call center industry, emphasizing the importance of intentional leadership and the evolving role of AI in customer service. We discuss the balance between automation and human touch, the impact of regulatory changes in the insurance sector, and the future of customer experience in a rapidly changing world.
Tune in for a thoughtful conversation on leadership, technology, and the human side of customer service.
Lynda Harvey on LinkedIn: linkedin.com/in/lyndaharvey01
Learn more about Lynda's work at their website: https://www.kin.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Learn a better way to outsource: https://www.op360.com/
