Jo Stüberitz is Head of Digitalization & Process at PAYONE. She joins Jan to discuss the "ideal mindset" for leading digital transformations, especially around Customer Service.

Thomas Verschoren, a seasoned Zendesk expert from Premium Plus, dives deep with Jan into the realm of customer service and AI applications within Zendesk.

Lena works at Leitz Cine, a company specializing in high-end lenses for film and television. In this episode, she tells Jan about the unique challenges of customer service for high-stakes, high-budget film shoots.

Sabine is now focused on simplifying customer journeys via technology. But for her the heart of CX still lies in those make-or-break moments when customers just want to talk to a real person.

Scott and Jan discuss the evolution of Support Driven, an online community for customer support professionals. Scott tells the story of how the community started as a podcast and gradually grew to over 16,000 members.

Julian Hertzog and Jan Hugenroth join us from the CXFestival campervan to discuss the road to better CX, AI’s role in CX, the “Human Touch”, Hawaiian shirts, hypothetical chatbot warfare, and more.