SX Live Events
Judith Platz & Ryan Radcliff 14 min

Ep 4 Q&A: Reducing Escalations, Measuring What Matters, Changing Culture, and the Importance of Listening

Judi will be back in a couple weeks, but in the meantime I wanted to share this Q&A clip from a past conversation she had with John Kelly. Judi discusses how long it took her team to reduce escalations, how to make the shift to measuring what matters, how to change to a more customer-centric culture, and the importance of listening.


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