Jeff Harling

Head of Global Digital Customer Experience at Zoom, specialising in contact centre transformation, AI-enabled agent tooling and knowledge management to improve customer satisfaction.

Best podcasts with Jeff Harling

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Nov 5, 2025 • 26min

The Top Strategic Priorities for Customer Service Leaders

Garry Gormley is the founder of FAB Solutions, known for his expertise in operational efficiency and customer experience. Jeff Harling leads Global Digital Customer Experience at Zoom, focusing on AI-enabled contact center transformations. They discuss rising customer satisfaction amid cost pressures and the importance of AI education for leaders. Garry advises targeting key drivers to enhance experience, while Jeff highlights smart knowledge management as a backbone for AI benefits. Their insights into scaling automation without losing the human touch are particularly engaging.

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