Episode Details

Kicking off a new recurring series, this episode sees Kylie Whitehead interviewing Kristin Punter, Senior Director of Customer Service Outreach and Strategic Workforce Management at Pacific Gas and Electric Company.

Kristin shares her career journey from starting as a call center representative to her current senior leadership role at PG&E. They'll discuss the changing landscape of customer service, prioritizing CX, the impact of AI on customer experience, and the implementation of a voice assistant called Peggy. 

Introducing: Conversations - a collection of provocative chats with the next generation of CX leaders.

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