Alexandra Feldberg

Alexandra Feldberg, an assistant professor at Harvard Business School, and Tami Kim from the University of Virginia Darden School of Business share crucial insights on tackling bias in customer service. They reveal how everyday interactions can reflect deeper biases, stressing the need for companies to proactively address these issues. The discussion highlights the significance of data collection, employee accountability, and understanding diverse customer experiences to promote equity and enhance service quality. Their practical strategies aim to foster a more inclusive customer experience.