Eric Rivas

Eric Rivas, Director for Service Repair at Electrolux, delves into the art of balancing efficiency and customer trust in field service. He discusses the crucial role of frontline data and technician expertise in enhancing service outcomes. Rivas highlights the challenges of knowledge transfer and advocates for partnerships over in-house tech development. He emphasizes the importance of user feedback in AI integration and predicts a future where data science revolutionizes customer experiences, ultimately empowering teams and fostering long-term trust.