Dutch Bros Coffee Balances Speedy Service & Meaningful CX

Presented by

Roisin Hunt, Zendesk Senior Manager; Angi Veek, Sr. Director CX Dutch Bros Coffee; Sonia Martin, Sr. Customer Success Manager

About this talk

Zendesk Senior Manager of Events Roisin Hunt poses the following question to kick-off this “A CX Moment” episode—to which we assume many of you can relate: “What’s the most important part of buying your favorite cup of coffee or tea—is it speed, friendly staff, or both?” While this query is certainly related to the process of picking up your favorite latte, at second blush, it’s just as applicable to customer experience (CX) and customer success organizations, who find challenging the balance between speedy resolution of requests and building long-term (read: revenue-driving) customer relationships. We invite you to watch Hunt’s conversation with two senior customer experience managers at Dutch Bros Coffee, Angi Veek and Sonia Martin, who illuminate how they achieve this balance, establish unified CX from their field stores to HQ, and envision integrating AI into their daily workflows.

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