Kustomer CEO Birnbaum agreed with the above sentiment and explained that people need to know that failing is okay. “Pivots are expected, they’re normal, and that’s how you learn and you evolve. That’s the other piece of advice I often give leaders is that it’s never a straight path to success,” advised Birnbaum regarding not just the struggles of the last 18 months, but those that are ever-present.
In terms of coming out Kustomer CEO
On the other side of the pandemic stronger, Outdoorsy VP of Global Sales & Customer Operations, Evan Hopkins, explained in the session The Bounce Back: Supporting Travelers in a Post-COVID World how the travel industry started coming back this year after a slow 2020. “Well, definitely at the start of the pandemic, we went from having a good 2020 to nobody booking and lots of cancellations… then it came back in a ferocious way,” said Hopkins. “We went from 20 team members in our customer service group to more than 170 in about seven weeks. So that’s a lot of growth, a lot of people to find, bring on, and upskill. There are lots of different things you have to do in that state.”
For other organizations, one of the noticeable lasting effects of the pandemic involved integrating more empathy into communications with customers. Chad Warren, Sr. Manager of Customer Service at Vuori explained how he envisions a fundamental change in the way we communicate with customers moving forward. “Still today, the conversations we’re having with customers are a lot more like, ‘Hey, how are you? What are you doing?’ It’s a lot more human than angola email list 276670 contact leads it was before,” said Warren.
Keynote speaker
Guy Raz had an optimistic tone as he looked toward the future regarding the advancements many organizations produced in the pressure cooker that was the last 18 months. “In other ways we’ve accelerated calls to action work best in the last quarter of videos technological trends and changes in such a rapid and sweeping way that it almost takes your be numbers breath away — things and behaviors that were only recently unimaginable are now the new normal.”
