Every Employee Is a Customer Service Employee Featuring Keith Farley

Why Customer Experience Isn’t a Department, It’s a Company-Wide Strategy

Shep interviews Keith Farley, Chief Customer Officer for Aflac, Inc. He talks about delivering

best-in-class customer experience by hiring for empathy, leveraging technology,

and embracing authentic customer service as a strategy.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  

How do you build a culture where every employee takes ownership of customer service?

When should a company use AI automation versus a live human customer support agent?

Will AI eliminate customer service jobs?

How does hiring for empathy impact customer experience?

Can empathy be scaled across a large customer service organization?

Top Takeaways:  

Customer service is everybody's job. When you wear the company logo or interact with a customer, you represent the entire brand.