Episode #203. Interview with Jaquie Scammell on customer service in the digital era

In this episode, Shelley speaks with Jaquie Scammell, the Founder & CEO of ServiceQ and Australia's leading expert in customer service. Jacquie shares her journey into the service industry, starting at age 14 with a job at McDonald's, where she developed a passion for operational excellence and understanding human behaviour. With 25 years of experience in corporate settings, particularly in major events and stadiums, Jaquie has honed her expertise in mobilising teams to deliver consistently exceptional customer experiences.

Together, Shelley and Jaquie explore the evolving landscape of customer service in the digital era, discussing the balance between leveraging technology, such as generative AI, for speed and efficiency while maintaining the human connection that makes service truly special.

Grab a copy of Jaquie's book: https://serviceq.co/books/

Connect with Jacquie: https://www.linkedin.com/in/jaquiescammell/

Connect with Shelley: ⁠⁠https://www.linkedin.com/in/shelleyflett/⁠⁠

Work with Shelley: ⁠⁠https://shelleyflett.com ⁠