Judith Platz & Ryan Radcliff
14 min
S1E4: 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.
