Featuring:
Derek Allgood, Vice President of Global Customer Experience at eBay
Show Notes:
CX leaders at large global organizations are developing new strategies to achieve better CX with AI while maintaining the well-being of frontline talent. Derek Allgood, Vice President of Global Customer Experience at eBay, joins us to elaborate on eBay’s CX capabilities, how he leverages a strong stakeholder network to solve CX problems at speed, and how he balances AI opportunities with care for employees. We discuss:
- How does eBay define the customer? What channels comprise global customer experience?
- What are the current priorities for CX at eBay? What KPIs does the company care about?
- How does eBay think about the frontline employee experience to improve CX?
- How is AI changing self-service at eBay, and what is the impact on employees?
- What’s the vision for CX at eBay?