On this episode, we’re joined by Michael Pace, Vice President, Global Member Services and Operations at Virgin Pulse. By maximizing self-service options and improving platform stability, Michael has helped Virgin Pulse reduce customer contacts while emphasizing the importance of the employee experience to achieve these results.
We discuss:
- (2:43) Why building a strong knowledge base and self-service resources is so important.
- (6:30) Reducing customer contacts through platform stability.
- (10:19) The importance of transparency and dashboards for driving improvements.
- (13:12) How to build a culture of collaboration and trust.
- (14:20) The impact of improved customer support on customer satisfaction.
- (15:13) Why great employee experiences lead to top-notch customer experiences.
- (21:02) How Michael and his team plan to implement AI tools to improve operations.
- (24:06) The potential impact of AI on the employee experience.
Resources mentioned:
Michael Pace - https://www.linkedin.com/in/pacemichael/
Virgin Pulse - https://www.linkedin.com/company/virgin-pulse/
Virgin Pulse | Website - https://www.virginpulse.com/
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