Crate & Barrel on driving revenue through the contact center
Featuring Kate Showalter
Vice President, Customer Care and Strategic PMO at Crate&Barrel
In this Gladly podcast episode, the VP of Customer Care and Strategic PMO at Crate & Barrel, Kate Showalter, shares how COVID-19 has impacted their business and accelerated their digital transformation. She also provides insight into turning a contact center into a revenue center, plus innovation to improve service.
What happens when you, and the rest of the world, are forced to shut the doors to all your retail shops with a day's notice? According to Showalter, "when you take away what you have deemed impossible, you realize what you can really do."
"We believe that if you focus really strongly on the top three pillars, if you really focus on the customer, and the associate, and the brand, that the financial strength pillar will take care of itself."
Kate Showalter
Vice President, Customer Care and Strategic PMO, Crate&Barrel
About the host
Joseph Ansanelli is Executive Chairman & Co-Founder of Gladly, a CX platform powered by AI that puts people, not tickets, at the center of every conversation. In addition to leading Gladly, Joseph is a partner at Greylock Partners. As host of Radically Personal, he serves as a curiosity translator, drawing out strategies and hard-won lessons from CX leaders navigating the AI revolution, exploring how they prove ROI, manage change, and scale without compromise.
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