The Evolution of Airbnb -- CCNG Interview with Author Joseph Michelli

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Joseph Michelli, Author and Chief Experience Officer of The Michelli Experience

About this talk

Joseph Michelli offers an overview on the evolution of Airbnb and how the company has integrated technology and human service to disrupt its industry. Leveraging insights from his forthcoming book “The Airbnb Way”, Joseph shares elements needed to create memorable customer experiences rich with hospitality (described by Airbnb as “service with heart”). Highlighting service elements involving listening and trust building, Joseph suggests that every leader must communicate his/her desired customer experience and identify what it means to be “on brand” in the experiences their teams deliver.
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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.