Jan sat down with Anika Tannebaum, aka the "Service Queen," to dive into the art and science of creating unforgettable customer experiences.
Episode Summary:
At the CX-Festival in Berlin, Jan sat down with Anika Tannebaum, aka the "Service Queen," to dive into the art and science of creating unforgettable customer experiences. Anika shares her experience as an international customer service consultant, helping leading companies like Booking.com optimize their customer service with a perfect blend of empathy, innovation, and pragmatism.
*Key Highlights:*‍
- Feeling the Customer’s Pain: Anika champions the power of stepping into your customer’s shoes—literally. By understanding their frustrations and needs, businesses can build better products, processes, and relationships.
‍ - Tech Meets Heart: From AI-powered voice bots to self-service portals, Anika discusses how the right tools—backed by human insight—can make service faster, smarter, and even more personal.
‍ - Best Thinking, Not Best Practice: Forget sticking to what worked 20 years ago. Anika emphasizes the importance of adaptability and “best thinking” to stay ahead in today’s rapidly changing service landscape.
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