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In this episode of "Advice from a Call Center Geek!",  we sit down with Jimmy Budnik, the VP of Customer Care and CRM at Overstock.com.

An engineer by trade, Jimmy takes to the role of VP of customer care at Overstock.com with one eye on the culture of his team and another on improving the customer experience through education and technology.

In this 30 minute interview, we tackle topics such as:

• Take a look behind the scenes at how Overstock handles the retail holiday season
• Understand how COVID-19 has affected the Overstock customer care model
• How Overstock is handling changing demographics and self-service
• What technologies are Overstock utilizing to improve the customer experience
• Jimmy's view on how analytics can better understand customer expectations
• How does Overstock view NPS in relation to customer/agent sentiment

Very insightful perspectives from an industry CX leader.  This episode is very technology-driven and will hopefully give you some insights into where customer care is moving to from the views of someone running one of the leading customer care models in the industry.

Follow Jimmy Budnik on LinkedIn:
https://www.linkedin.com/in/jimmybudnik/

Blog Post Link:
https://expiviausa.com/a-conversation-with-the-vp-of-customer-care-and-crm-at-overstock-com-jimmy-budnik/

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 Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. 

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