Why self-service and the employee experience drive cost savings with Virgin Pulse’s Michael Pace
On this episode, we’re joined by Michael Pace, Vice President, Global Member Services and Operations at Virgin Pulse. By maximizing self-service options and improving platform stability, Michael has helped Virgin Pulse reduce customer contacts while emphasizing the importance of the employee experience to achieve these results.We discuss:- (2:43) Why building a strong knowledge base and self-service resources is so important.- (6:30) Reducing customer contacts through platform stability.- (10:19) The importance of transparency and dashboards for driving improvements.- (13:12) How to build a culture of collaboration and trust.- (14:20) The impact of improved customer support on customer satisfaction.- (15:13) Why great employee experiences lead to top-notch customer experiences.- (21:02) How Michael and his team plan to implement AI tools to improve operations.- (24:06) The potential impact of AI on the employee experience.Resources mentioned:Michael Pace - https://www.linkedin.com/in/pacemichael/Virgin Pulse - https://www.linkedin.com/company/virgin-pulse/Virgin Pulse | Website - https://www.virginpulse.com/Sign up for a free trial at Zendesk.com#CX #CustomerService #CustomerExperience