Step into the world of customer service transformation with Julia Vornberger. In this episode of Cards Against Complexity, Jan and Julia chat about navigating retail service challenges, finding the right ways to embrace technology, and empowering teams—all while staying connected to customers. Julia’s insights are a must-hear for anyone working in B2B, B2C, or B2B2C customer service or retail.

Key Highlights:

• Listening First, Innovating Later: Julia emphasizes the power of asking customers and employees for input before implementing new technologies, ensuring solutions truly meet their needs. Resist the tech buzz and the boardroom assumptions. Ask and listen!

• Maximize your Current Setup: Julia and her team overcame disruptions like the pandemic and supply chain issues not by buying more and more technology, but by learning to work well with and the get the most out of what they already had.

• Invest the Time in People: Julia tells her secret to keeping employees engaged and customers satisfied: you have to put in the time. Whether that's setting up customer roundtables, or have weekly 1-1 meetings with each employee in your team, as a leader, investing that time is best way to bring your organization forward.