Empathy at Scale: Solving the Conundrum of Customer Success


Duration: 20 mins
Guru Bhat
VP, Omni-Channel and Customer Success Platform, PayPal

This keynote focuses on the technology transformation journey at PayPal to transform our customer success platforms from one that facilitates a transactional relationship with customers to one based on understanding, trust and empathy. Learn how we drive efficiency, effectiveness and empathy at scale on an omni-channel platform that leverages a combination of human and machine intelligence - Augmented Intelligence in service of our customers.

You may also be interested in

25 mins
How Non-violent Communication Can Help Keep the Peace on your Team

Non-violent communication will help you communicate with your coworkers in a manner that enables productivity and helps you understand how...

25 mins
Pull My Code: Effective Code Review

We need to talk about code reviews. Having a strong, effective code review process is the key-stone of quality, culture, learning...

50 mins
Build Your Own Tech Radar, Capture Your Org's Tech Posture

Software industry changes at a crazy speed. There are always new things coming in and going out of the eco-system...

50 mins
So You’ve Just Become a Tech Lead - Great! Now What?

You have just been promoted to a Tech Lead role - Congratulations! But something is wrong :(. Suddenly, you’re struggling...

50 mins
Effecting Change—The Art Of Leading Teams

As leaders we want our teams to pursue great ideas and change directions to realize the goals. However, often we...

25 mins
Eliminating Hero Culture on our Engineering Teams

Hero Culture can be found within any company dominated by employees that are constantly rewarded for going the extra mile,...