376: Practitioner Stories: People-Centric CX At eBay

Derek Allgood, Vice President of Global Customer Experience at eBay, shares insights from his role in shaping customer experience while prioritizing employee well-being. He discusses the importance of building strong internal relationships and fostering a culture that values genuine connections. The conversation delves into how eBay enhances accessibility and handles customer feedback. Derek also explores the balance between automation and human interaction in customer service, emphasizing the need for effective governance to navigate future challenges.