Vivian Malandrin, Senior Manager of Customer Experience at Amazon Brazil, explains how customer obsession fuels Amazon's continued success. She emphasizes the company’s strong culture and leadership principles that prioritize customer needs. She also describes how real-time feedback and anecdotes drive innovation and improvements.

“Customer obsession means that leaders, like every Amazonian, start with the customer and work backward from there. We always begin with the customer’s questions, pain points, and feelings.” - Vivian Malandrin

Vivian Malandrin’s insights emphasize that customer obsession is a transformative approach that demands dedication, empathy, and strategy. Her transition from journalism to leading customer experience at Amazon highlights the importance of listening and storytelling in business. By integrating these practices, businesses can transform customer experience into a core identity, driving loyalty and growth.

Thomas Lehner, Director of Global Support and Operations at Spryker, shares his journey from entrepreneur to global leader in customer experience. He emphasizes the role of an entrepreneurial mindset in fostering innovation, sustainable value, and effective feedback loops for continuous improvement. He also discusses the importance of aligning product development with evolving customer needs.

“If we look at what is important in entrepreneurship, it all boils down to satisfying a need, and you need to consistently produce relevant and sustainable value for your customer.” - Thomas Lehner

This episode highlights the need for a business-savvy approach to customer experience. It's all about creating lasting value, always getting better through feedback, and blending human touch with AI smarts. This recipe helps companies stand out and really wow their customers in today's tricky market

Anne-Sophie Engert, Head of Customer Care and Conversion at Sonova, stresses why boards should invest in contact centers by showcasing their potential to drive profits through superior customer experience. She explains that metrics such as CSAT, NPS, and repeat purchase rates measure success and demonstrate the financial return on investing in customer care. She also advises aligning agent traits with customer profiles to boost empathy and service quality.

"Customer service is dealing with the most valuable asset of a company—its customers. Investing in this department is essential to gather the most valuable feedback directly from those interacting with your brand." - Anne-Sophie Engert

Anne-Sophie’s strategy covers the importance of well-selected, trained agents and creating sustainable career paths, which enhance customer experience and the bottom line. By adopting this thoughtful approach, businesses can boost sales and build a loyal customer base. These strategies offer a blueprint for turning contact centers into profit centers and achieving long-term growth.