Tech People

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The insurance industry is ripe for disruption. It's often seen as slow, complex, and out of touch with the needs of modern consumers. But what if technology could change all that? Harry Croydon, the founder of MIC Global, discusses how AI and Machine Learning can be used to reach millions more people via embedded insurance products and has the potential to reshape the entire industry. Discover how this disruption could double the industry's size in the next few years! #InsureTech #AI #MachineLearning #InsuranceInnovation #DigitalTransformation #EmbeddedInsurance

In this fascinating episode, we're joined by Sean Ren, Co-Founder of Sahara AI, to explore the transformative potential at the intersection of Blockchain and Artificial Intelligence. Sean delves into the major challenges his research has uncovered within the AI landscape, highlighting issues such as data security, ethical concerns, and transparency. He explains how blockchain technology offers innovative solutions to these challenges, providing a secure, decentralized, and transparent framework that complements AI systems. During the conversation, Sean shares insights into how blockchain can be integrated with AI, from enhancing data integrity to improving accountability in machine learning processes. Looking to the future, he discusses emerging trends and developments in this space, emphasizing how these technologies can redefine security and trust in the digital era. This episode is a must-listen for anyone curious about the synergy between blockchain and AI and its potential to shape a more secure and transparent future.

In this episode of #TechPeople, we are joined by Roy Avidor, Co-Founder & CEO at Cymbio, to dive into the fascinating world of online marketplaces. Roy shares his journey of building Cymbio and sheds light on why marketplaces have become such a pivotal sales channel for brands in today's digital landscape. From understanding what truly defines a marketplace and how it differs from traditional e-commerce to strategies for maintaining a consistent brand identity across multiple platforms, Roy offers invaluable insights for businesses navigating this complex space. He also shares his perspective on the emerging trends shaping the future of marketplaces and how Cymbio is preparing brands to stay ahead of the curve. This conversation is a must-listen for anyone looking to unlock the full potential of marketplaces and build a stronger, more resilient brand.

In our latest episode, we dive into "CX Innovation: Reimagining the Customer Experience!" with Nick Himo, Innovation Coach, who brings a fresh perspective on what it means to truly innovate in customer experience. Throughout our conversation, Nick shares insights on redefining innovation in CX, starting with the essentials: how organizations can foster a culture of innovation that keeps the customer front and center. We explore the main challenges leaders face in this journey and discuss strategies to overcome them, as well as inspiring real-world examples of companies successfully implementing customer-centric, innovative solutions. If you're curious about transforming CX and prioritizing innovation to better serve customers, this episode is a must-listen!

In this episode, I'm joined by Andy Yasutake, an Advisor and Investor and former global executive leader at Airbnb, LinkedIn, eBay, and Accenture. We delve into how Andy has been Bridging Tech and the Customer Experience at Global Scale throughout his career in some of Silicon Valley's most forward-thinking companies leveraging his unique "Relationship-First" and psychology background to shape his career.We explore the challenges of delivering exceptional CX in the hospitality industry, highlighting how Airbnb leverages technology to enhance millions of trips and experiences worldwide. Andy also shares actionable insights on embedding a customer-first mindset into tech and product strategies. Finally, we look at the emerging technologies poised to reshape CX, and how businesses can position themselves for success in this rapidly evolving space.If you're curious about the future of CX and how global tech leaders are driving innovation, this episode is for you!

In this episode, I'm joined by Ekta Chopra, Chief Digital Officer at e.l.f. Beauty, to discuss how technology is reshaping the way we experience and perceive the beauty industry. Ekta shares her insights on tapping into digital to help create a different kind of company by disrupting norms and shaping culture through inclusivity, positivity and accessibility. e.l.f. takes a unique and personalized approach to meet its community where they are and show up in a way that authentically resonates with them. We also dive into data usage and explore the future of the beauty industry in a digital world, where technology continues to bring brands and consumers closer together than ever before.

In today's rapidly evolving tech landscape, safeguarding AI systems from security threats is more critical than ever.  Join me on Tech People Podcast as I dive into the complexities of AI security with Steve Orrin, Chief Technology Officer and Senior Principal Engineer at Intel Federal. Steve shares his expertise on the evolving threat landscape, real-world solutions to AI vulnerabilities, and the challenges of securing AI in a world where technology is constantly changing. Tune in to learn how to outsmart security threats in the AI era and gain valuable insights for protecting your organization's digital assets!

In this episode of Tech People, we explore how Gen Z is using technology to achieve financial independence. Our guest, Wesley Belden, Co-Founder and CEO of Raise Financial, discusses the unique financial challenges facing Gen Z, the innovative solutions they're adopting, and the crucial role of financial education in empowering young investors.  Tune in for insights on the future of Gen Z investing!

Looking to transform your customer service game? In this episode of Tech People, we dive deep into the world of customer service excellence with Bryant Richardson, President and Chief CX Officer at Real Blue Sky. Discover how to elevate your customer experience, build a customer-centric culture, and empower your team to deliver exceptional results! Bryant shares practical strategies and insights to help you unlock the full potential of your customer service department. Don't miss this essential episode for any business aiming to thrive! 

Looking to elevate your Customer Experience strategy? In this episode of Tech People, I had the pleasure of speaking with Liliana Petrov, CEO/Founder of Petrova Experience and a true Customer Experience Visionary. Liliana shared her inspiring journey into the world of CX, offering valuable lessons and best practices she's picked up along the way. We explored the art of crafting exceptional customer journeys and practical strategies. Liliana also revealed her honest advice on managing stakeholder expectations, a crucial element for achieving CX success.  If you're passionate about creating happy customer experiences, this episode is a must-listen!

Feeling overwhelmed keeping up with the ever-changing tech landscape? In this episode of Tech People, my guest David Bowman, joins me to explore a trend reshaping how companies build tech teams: the rise of the Fractional CTO. As the tech world speeds up, companies are embracing flexible tech leadership to stay nimble and win. But what's a Fractional CTO, and why are they so popular? David, a veteran tech leader who transitioned to this unique role, uncovers the challenges and rewards of this path, exploring the true value they offer beyond just saving money.  Whether you're a startup founder, a tech executive, or simply curious about the future of work, this episode is a must-listen!

The global marketplace demands exceptional CX, but navigating cultural nuances can be tricky.  In this episode of Tech People, we welcome Dennis Wakabayashi, a highly esteemed expert in the field of cross-cultural Customer Experience. He is widely recognised as the Global Voice of CX, a testament to his extensive knowledge and influential presence in the industry. Throughout his career, Dennis has made significant contributions to the understanding and enhancement of CX across different cultures and regions. His insights and expertise have helped numerous organisations deliver exceptional customer service on a global scale. Join us as we explore strategies for exceeding expectations and building bridges with customers across the globe!

AI continues to dominate headlines in 2024, but what does it mean for our data?  This week, I'm delighted to be joined by Sorcha Lorimer, a leading expert in data governance. Sorcha is the founder of Trace Data & Privacy, a company helping organisations navigate the complexities of data privacy in the age of AI. She's here to guide us through a Practical Guide to AI & Data Governance.   Ready to take control of your data in the AI age?

Building a customer-centric culture is key to sustainable growth in today's tech landscape. Join me on Tech People, as I welcome Rodney Galeano, EVP of Operations at Experior Global and a leader with extensive experience in this field. Rodney shares his insights on overcoming challenges and implementing a winning customer-centric strategy. Listen and gain access to valuable knowledge on elevating your customer experience!

What if your customers could become your biggest fans? This week I'm joined by Graham Clark, an expert with over 40 years of experience. We'll share the steps to take your customer experience from "good enough" to outstanding and future-proof. Learn how to leverage technology, cultivate a customer-obsessed culture and keep your customers coming back for more!

Ready to level up your investment experience?   This episode of Tech People dives into the world of investor CX with Nathan Zahm, Head of CX Alpha at Vanguard. I chatted with Nathan about Vanguard's commitment to empowering individuals on their financial journeys.  Tune into learn about the driving force behind Vanguard's CX focus, how to overcome challenges and seize opportunities in investor experience and to get a glimpse into the future of investor experience at Vanguard! Optimise your investment journey and gain valuable insights from a CX leader at the forefront of the financial industry!

Ever wonder why some brands leave you feeling happy and eager to return, while others leave you frustrated and wanting to jump ship? The answer lies in emotions! In this episode we welcome ⁠Doug Roerden⁠, Head of Experience Design at ⁠FM Global⁠, to explore the powerful link between emotional wellbeing and customer experience. We discuss how businesses can tap into the power of positive emotions and the role of employee wellbeing. Can prioritising emotional wellbeing be a sustainable competitive advantage?

Feeling burned out? You're not alone. In this episode of Tech People, we speak about the critical topic of mental health in the workplace with Dr Grant H Brenner, a psychiatrist, psychotherapist, and mental health expert. Dr. Brenner unpacks the causes of burnout, explores solutions for individuals, and offers guidance for companies looking to create a more supportive work environment. This episode is a must-listen for anyone in tech feeling the strain or for managers looking to boost employee wellbeing.

Struggling to build a diverse and inclusive team in the tech industry? Ken Coyne, host of Tech People, speaks about the ongoing challenge with Kesi Johnson, a passionate advocate for gender equality. Johnson, founder of Parity, a powerful network for women and non-binary leaders, investigates both progress made and persistent challenges in tech. Tune in for actionable strategies and inspiring stories that will help you create a more equitable workplace.

This episode of Tech People dives into the world of AI-powered conversational assistants in the contact centre industry. Ken Coyne chats with Thomas Rocharz, Director of Contact Centers at Cape Air.  Join the conversation to learn how Cape Air leverages cutting-edge AI to streamline customer interactions, resolve inquiries efficiently, and ultimately, enhance the overall passenger experience. From faster response times to personalised recommendations, discover how AI is revolutionising customer service at Cape Air.

Struggling with low customer loyalty and a stagnant NPS? This episode of Tech People is your key to unlocking explosive growth! Join us as we chat with CX expert Zanna Van Der Aa. She'll reveal the FASTEST ways to skyrocket your NPS, expose common pitfalls businesses make (and how to avoid them!), and share practical strategies to turn passive customers into fans. Learn how to leverage data, empower your employees, and use NPS to drive continuous improvement. Ready to transform your customer experience and see your NPS soar? Press play and get ready to take notes!

What's the future of the Business Process Outsourcing industry? This episode of Tech People will shift your perspective on BPO! Let's welcome Henry Svendblad, the CTO of Company Nurse powered by Lintelo. Learn about his journey from traditional to subscription-based outsourcing. Explore the challenges, inspirations, and digital solutions driving this revolutionary change.

Let's take a different approach! What's the connection between football and CX? This week's guest will tell us all about it!  Meet Greg Uglioni, also known as the CX goalkeeper! Discover the strategies behind fostering fanatical customer loyalty and cultivating a winning team culture. Get ready for a game-changing episode that merges the world of sports with business insights!

Ready to discover the future of marketing? This week it's time for AI marketing!  Meet Kevin Neary, an expert with a proven track record of balancing cutting-edge technology to drive business success. Explore the revolutionary impact of AI on customer engagement, from hyper-personalisation to predictive analytics and beyond. Don't miss out - listen and learn all about AI-driven marketing!

Join me in this week's episode of Tech People with Brian Lawlor, Group Chief Commercial Officer at B4B Payments – A Banking Circle Group company.  With over 20 years of industry expertise, Brian unravels the challenges and trends in B2B payments. Understand the transformative power of seamless cross-border transactions and the shift towards digital solutions. From the decline of traditional banking to the rise of virtual cards, Brian shares insights about the B2B space.  Listen to strategic advice for businesses considering B2B Payments and look into the future of AI in the payments industry. Don't miss it!

There's no company without a culture. Whether it's considered a crucial aspect or completely disregarded, it is there to stay. So, what should we do to foster a culture that's beneficial to everyone within an organisation? In this week's episode of TechPeople, we're joined by Shelley Shaffery, a seasoned DevOps lead who's not only shaping technological advancements but also revolutionising workplace dynamics. Shelley will be sharing her firsthand experiences and success stories in creating a more positive and collaborative atmosphere within her organisation. Tune in to learn about the innovative initiatives she's spearheaded and the strategies behind building a thriving internal community!

Ever wondered what sets successful startups apart from the rest? Today, we're exploring the roots of success! Discover how a strong company culture in the early stages can shape the trajectory of a startup's journey towards sustainability. Joining us is Cambron Henderson, a seasoned startup pro with 20+ years of experience, ready to share her insights on the topic. Ready to gain insights on building a thriving company from the ground up?

On this episode of Tech People, we're on a quest to understand the intricate web of AI and tech trends shaping our online existence. Lindsey Witmer Collins, Founder & CEO of CSM at WLCM App Studio and our expert guest, allows us to understand the challenges and opportunities of innovation and the responsibility that follows. How can we ensure a positive digital inheritance for future generations? Can we create a tech legacy without compromise? Tune in to find out!

Gen Z isn't just riding tech trends; they're rewriting the rules of cyber warfare. In this Tech People episode, I have the privilege of sitting down with Aviv Mussinger, the CEO & Co-Founder of Kodem. Together, we embark on a deep dive into recent real-world cyber attacks. Uncovering the motives behind these incidents, Aviv not only provides insights but arms us with practical, actionable strategies to fortify our cybersecurity defences. Tune in and equip yourself with the knowledge to stay ahead in the world of cyber threats!

Ever wondered how to bridge the gap between customer satisfaction and employee engagement? In this episode of TechPeople, we look into the complex interaction between these two crucial pillars of organisational success. Meet today's guest, Matthew Egol, Founder & CEO of JourneySpark Consulting, CX Subject Matter Expert at MMA Global, CCXP, Podcast Host, and the mastermind behind "The CX and Culture Connection." As an expert in experience management and culture, he shares strategies for a growth flywheel in companies. Discover how syncing culture evolution with design work is not just helpful but vital for a substantial return on customer experience (CX) investments. Tune in and deepen your understanding of the CX and EX synergy!

Ready to delve into the evolution of decentralised finance (DeFi)? This week's episode of Tech People features a conversation with Ian Horne, the head of content at Money 2020, a finance and tech writer, and the mastermind behind "Why DeFi Matters." We explore the profound impact of cryptocurrencies on investors and the future of finance. Ian delves into the motivations behind "Why DeFi Matters" and how he challenges traditional financial perspectives. From Ian's behind-the-scenes role at Money 2020 to what drives his exploration of decentralised finance, this episode is all about the intersection of technology and finance!

Join us on this episode as we dive into the Tech-Kids dynamic with Diane Acevedo, Senior Vice President of Operations and Customer Experience at Gabb Wireless. With a diverse career and a tech-driven passion, Diane, a parent herself, unravels the intricate relationship between children and technology. We'll uncover the dual nature of tech's impact on kids—both the positive catalyst for learning and creativity and the potential pitfalls of screen time and online risks. Diane, drawing from her experience, shares insights on the aspect of responsibility. Discover practical tips on setting boundaries, cultivating healthy tech habits, and fostering open dialogues about online safety. Whether you're a parent, educator, or simply invested in the future of our youth, this episode is your guide to understanding and harnessing technology's influence on children's lives. Tune in and empower yourself with knowledge on shaping a positive digital future!

Prepare for an insightful journey into the world of Leadership Principles! Joining me is the remarkable Owen Fitzpatrick, a transformative force dedicated to enhancing individuals' lives through the power of belief. Owen collaborates with CEOs and leadership teams, reshaping the very fabric of organizational beliefs. In this episode, we delve into the profound impact of Leadership Principles, unraveling how beliefs shape effective leadership. Don't miss this opportunity to gain practical insights that can elevate your leadership skills. Tune in now to explore the dynamic intersection of belief and leadership.

Discover the future of startup coaching on the latest episode of 'Tech People'. Join us as we learn about the challenges faced by founders in the startup world and how AI is revolutionising coaching.  Our special guest, David Orban, CEO of Actioneer, shares insights into the limitations of traditional coaching methods and how AI-driven coaching overcomes these challenges. Explore Actioneer's innovative approach to providing personalised support to founders globally.  Tune in to explore the exciting future of startup coaching and the transformative role of AI in empowering entrepreneurs to reach their full potential.

In an era where businesses are navigating the challenges of distributed teams, particularly in remote customer support, our focus turns to the landscape of the Asia-Pacific (APAC) region. Renowned for its diverse cultures and languages, managing teams here requires a special set of skills. Join us for an insightful conversation with George Akle, the Founder and HR Governance Expert at GOVERNHR, as we uncover the lessons learned from steering remote teams in the heart of Asia. From hurdles to effective strategies and essential tools, we'll explore the intricacies of building successful remote customer support operations in this region. Prepare for a deep dive into the nuances of remote team success!

Ever wondered how technology is transforming with the rise of Web3? Join us on Tech People, where we're delighted to introduce Richard Pasqua, Chief Creative Officer at ARC and host of the Web3 Unpacked Podcast. Embark on a journey into the transformative realm of Web3. What are the key benefits, growing significance, and exciting developments that shape its future? Explore the cutting-edge technology, where innovation meets empowerment, guided by Richard's expertise. RICH/ARC/MVMT CONTACT INFO Arc Website: http://arctai.com Arc LinkedIn: https://www.linkedin.com/company/arctai/ All MVMT Links: https://linktr.ee/mvmt.media Medium: https://medium.com/@mvmt.media MVMT Website: https://mvmt.media

In this episode, we delve into the board of directors' dynamic role in tackling customer issues, differentiating it from the conventional hiring of executives. Our guest, Carle Henry, returns for his second appearance on the show, boasting over 35 years of expertise as VP of Customer Service at Ontrac. Carle introduces the concept of "PS" (Processes, Policies, Procedures, and People) as the cornerstone for elevating service quality. We explore the alignment of the board's priorities with the mission of service enhancement, highlighting the necessity to address systemic challenges throughout the organisation. Outstanding service extends far beyond customer service teams; it's a company-wide cultural commitment. Stay tuned to uncover the art of nurturing a customer-centric culture and the pivotal role of board-level engagement. Contact Carle at: cdhenry3@gmail.com

Join us on Tech People as we look into the complex landscape of expanding business operations to the United States. The path to success is riddled with challenges such as cultural nuances, regulatory complexities, and fierce competition. In this episode, we're joined by Philip McNamara, the CEO of GetProven, a software company specialising in vendor management for venture capital and private equity firms. Hailing from Ireland, Philip brings his unique insights on conquering the hurdles of entering the U.S. market, from building crucial connections to making strategic decisions. Discover the knowledge and strategies required to successfully navigate the U.S. market!

Tune in to discover the nuances of psychological safety in the workplace. Why is it vital for employees to feel free to speak up without fear of retribution? In this episode of 'Tech People,' we discuss the world of workplace psychology with Chantel Wilson Chase, the Director of Quality Analytics and Reporting at Alexion Pharmaceuticals, Inc./ AstraZeneca's Rare Disease Business Unit. We delve into the subtleties of psychological safety and the importance of open communication within organisations. Chantel's diverse background, from handling sensitive survey data to her academic journey into applied sociology, brings a fresh perspective to the discussion.

What does the future of Customer Service hold? What is the potential of AI-driven chat and conversational models? This week, we have the privilege of hosting Shep Hyken, a renowned expert in the world of Customer Service and Customer Experience. His accolades include being an Award-Winning Keynote Speaker and earning a spot in the Hall of Fame of the National Speakers Association. Shep's passion for elevating customer service is infectious, and in this episode, he shares his insights and experiences when it comes to creating unforgettable customer experiences. Listen in to discover the potential of AI-driven chat and conversational models. Explore how AI can streamline operations, elevate customer satisfaction, and address ethical considerations, from boosting efficiency to preserving user privacy.

Explore the customer-centricity in finance on this week's Tech People Podcast episode! Meet Janis Avila, a true expert in home lending. Learn about its foundations and the vital roles of trust and personal connections. Janis outlines the success pillars for enhancing customer experience as well as shares advice on integrating it into your business culture. Tune in to learn how to align leadership for a brighter future!

Curious about the future of tech and customer success? In this episode of Tech People, we're joined by Sherrod Patching, the Vice President of Customer Success Management at GitLab. She leads a Team that helps customers get the most from their investments. During our conversation, Sherrod shares how they leverage AI to enhance the software development process, making it more efficient and innovative. Furthermore, she lets us in on how they measure success by focusing on early indicators. Join us as we discuss the integration of AI and the possibilities of self-service!

In this episode of Tech People, we explore the age-old question of whether to buy, build, or lease software and technology. This week's guest, Declan Sheehy, who has held COO and CTO roles at firms such as HSBC, Onyx Commodities & Kavi Holdings is an experienced professional in the financial sector. He shares his expertise and insights on this crucial decision-making process. With over 25 years of experience in operations, sales, and technology, Declan guides us through the factors that should be considered when making software choices. He highlights the importance of aligning software decisions with business goals and explores the benefits and risks associated with each option.  This episode provides practical advice for navigating the complex landscape of software decision-making in the finance industry, from cost considerations to scalability and vendor management. Join us as we unravel the mysteries of software choices and learn how to leverage technology for success and growth.

It's never too early to unwrap the customer service secrets behind the magic of holiday decor, especially when businesses are already gearing up for the busy season! This week's guest, Bernie Leas, Vice President of Operations at Balsam Brands, a company renowned for its high-end artificial Christmas trees and seasonal decor, shares his expertise in overcoming the unique challenges of seasonal business. Listen all about the holiday rush that sends customer inquiries soaring and the innovative tech that keeps Balsam Brands ahead of the curve. Learn how Bernie's 17 years of experience in strategic direction and scalable systems have helped the company to succeed. From navigating the surge in customer inquiries during the holiday season to leveraging technology like AI for enhanced customer support. Tune in as we discuss Balsam Brands' personalized shopping experience and their vision for the future!

Discover the world of open banking on the Tech People podcast, as we welcome Daniel Klevit, a Sales Director at Trovata, for an in-depth discussion on the game-changing impact of open banking APIs and their role in driving fintech innovation. From streamlining productivity to enhancing customer success and security, Daniel shares insights into how AI and open banking are revolutionising the industry. Learn how open banking paves the way for collaboration between fintech and traditional banks, fostering a thriving ecosystem of innovation. Daniel sheds light on how third-party apps and fintech can leverage open banking data to build user-friendly applications, liberating users from the confines of traditional banking portals. Be part of the fintech revolution and tune in now! Subscribe to the Tech People podcast and join the community to stay ahead.

In this week's episode of Tech People, we delve into the world of payments with our guest, Gideon Fourie. As the Group Chief Commercial Officer at RS2 Software, Gideon brings valuable insights into the evolving payments landscape and the challenges faced by companies in this industry. Throughout the episode, we explore the impact of digital transformation, the pivotal role of technology in driving innovation, and the significant influence of regulation on the payments sector. Additionally, we dive into the future of payments, examining emerging trends such as embedded payments, the potential of AI and biometrics, and the importance of adaptation to stay ahead.  Join us for Gideon's expert perspective and uncover the current state and future prospects of the payments industry!

If you're interested in gaining a deeper understanding of the role of AI in enhancing customer experiences, look no further!  This week's episode of Tech People features Jeff DeVerter, the Chief Technology Evangelist at Rackspace Technology. This conversation is all about AI and machine learning. Jeff will let us in on the history of AI and the significant impact it has on various industries, from healthcare to finance, and how it is being used. From chatbots and virtual assistants to recommendation systems and sentiment analysis, AI has become an indispensable tool for companies seeking to understand and cater to their customers' needs. Join us to understand the role of AI in enhancing customer experiences and decision-making processes, as well as the ethical considerations that come with this rapidly advancing technology!

We delve into an enlightening conversation about the possibilities and potential risks tied to AI. This week's guest is Srikant Chellappa, the CEO, and co-founder of Engagedly, a company dedicated to aligning people strategies with organizational goals. With a diverse background in engineering, business, and a passion for the arts, Srikant also runs a production company that creates movies and music. During our discussion, we explore the undeniable impact AI will have on the job market. While acknowledging that AI will indeed replace many jobs, Sri believes that it will also create new roles and opportunities, balancing the situation. As we delve deeper, Srikant expresses his concerns about the potential misuse and challenges associated with AI. Drawing a parallel, he compares AI to a powerful but potentially dangerous tool, much like a nuclear bomb that can be harmful in the wrong hands. To mitigate these risks, Sri emphasizes the importance of implementing regulations to ensure responsible AI usage. Join us for this thought-provoking episode as we navigate the advancements of AI while keeping in mind the necessity of responsible and ethical implementation.

Join us for an insightful episode of Tech People recorded during Customer Contact Week in Las Vegas. Our guest, Brandon Bird, a renowned Customer Experience Industry Leader, dives into the exciting world of technology trends discussed at the event. Brandon sheds light on the growing significance of Chat GPT and the utilization of AI in Customer Contact Centers. He emphasizes the importance of balancing innovation with security considerations and advises against blindly adopting trends.Tune in to discover how technology is shaping the customer service industry and helps to ensure customer satisfaction.