From Disney to HopSkipDrive: Why Empathy is the Heart of Every CX

Jess is joined by friend and mentor Michelle McCombs, Vice President of Trust and Experience at HopSkipDrive. 

With her +15 year career in CX, Michelle has no shortage of insights. She got her start in CX working at Disney as a Customer Care Coordinator in 2007. From there, she jumped around working CX roles at various companies until 2017 when she landed at HopSkipDrive, a safe youth transportation solution schools and families rely on to get kids where they need to go.

For the past 7 years Michelle worked her way up the ladder at HopSkipDrive where she is now the VP of Trust and Experience - a team that consists of 63 people!

In this episode, Michelle discusses the complexity of HopSkipDrive’s customer experience and the nuances of running their Trust and Experience department.  She also discusses her CX approach, why she places importance on empathy and relationship building, and the metrics she uses to evaluate her team’s success.  

Jess and Michelle also discuss the thoughtful integration of AI in customer experience, its impact on service efficiency, and the importance of balancing tech with a human touch. 

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00:00 - 14:45: Michelle’s background and landing in CX 

14:46 - 25:30: Reinventing Transport for Kids and Elders: The HopSkipDrive Story

25:31 - 38:50: Empowering CX with AI: Balancing Tech and Personal Touch

38:51 - 48:15: Surprising and Delighting: Stories from the Road

48:16 - 58:55: CX Strategies for Retention and Growth

59:00 - 01:12:00: Beyond CX: Dreams and Aspirations

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Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

X/Twitter: https://twitter.com/justjessssss

Instagram: https://instagram.com/jessapplesauce

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Visit HopSkipDrive ​​https://www.hopskipdrive.com/

Connect with Michelle on LinkedIn https://www.linkedin.com/in/michelledmccombs/