The third wave of customer support - Interview with Natasha Ratanshi-Stein of Surfboard

Today’s interview is with Natasha Ratanshi-Stein, CEO & Founder of Surfboard, an award-winning workforce management (WFM) software provider. Natasha joins me today to talk about the findings of their recently released 2024 customer service survey: The third wave of customer support, what might be stopping some customer service teams from not investing in AI tools and capabilities, where they are investing, how it is benefitting them and some advice for customer service leaders looking to get the most out of their AI investments. Since this podcast was recorded, Surfboard has been acquired by Dialpad. You can find out more here. This interview follows on from my recent interview – Basketball, false hustle and metrics that matter – Interview with Thomas Laird of Expivia/OttoQA – and is number 521 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.