In this episode, we're going back in time to the CX-Festival campervan with Jan and Susanne, a powerhouse leader behind OBI's Customer Care Management. With over 20 years at OBI, Susanne opens up about the challenges navigating retail's biggest buzzword: transformation.

From analog roots to a Zendesk-fueled digital makeover, this episode is full of relevant insights (and laughs) for service leaders and digital change advocates! Transformation tales, CX tips, and even a cameo from a stuffed beaver. Don’t miss it.

Key Takeaways:
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• Tech Makeover, Retail Edition: Listen in on how OBI tackled the ultimate transformation challenge—turning a 70s-founded retail giant into a modern-day customer service machine. (Spoiler: Zendesk is a game changer!)
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• Teamwork Makes the Dream Work: Susanne reveals why a diverse team and some hard-earned frontline wisdom are the secret sauce for adopting new tools. Not to mention, finding the balance between process perfection and just getting started.
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• Keep Calm and Transform: Susannes discusses the approach to rolling out big changes—like a new ERP or Ticketing system—without breaking a sweat (even during springtime rushes). Hint: It’s all about smart phasing, having the right support on board, and a dash of creative problem-solving.