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?