Chapters

1. Welcome to episode n°18
   00:03
2. Getting to know Sarah Metcalfe from her own words
   
   00:51
3. From a start up to a best in class customer service
   01:21
4. The difference between customer service manager and chief happiness officer
   02:21
5. Customer service is made by [happy] people dealing with other people 
   05:21
6. Are you employees willing to / motivated to suggest improvements?
   08:21
7. Digital Customer Service is here to stay: learn from Sarah's view
   10:35
8. Use technology to get rid of customer's efforts / little frictions
   16:53
9. A sneak peek of Sarah's speech at Customer Service & Experience Europe 2020
   18:33
10. Why expertise, empathy and speed are vital [and intertwined]
    21:07
11. How does Sarah feels about delivering online speeches
    23:29
12. How organizations shall focus and improve employees wellbeing
    25:19
13. The remote working scenario for happy customer service employees
    29:01
14. The new digital customer's post-lockdown behaviors
    33:19
15. Where you can find Sarah online >>
    35:31
16. Have great conversations on CustomerServiceCulture.com >>
    
    37:07