Lisa Diehl talks about how blending technology and the human touch creates the ultimate experience and the importance of finding the balance.


✔️ Training a chatbot is like training a puppy. It needs attention and you need to understand how it is learning
✔️ Keep preparing for future generations
✔️ Ease for the consumer, but also improve the experience for your employees

The people who have influenced Lisa the most in the past year:
✔️ Marie Shubin

His note to all the customer service and experience professionals:
“Embrace Change. it is the one constant in customer care. Look at change as more of an opportunity, because it is going to make your life so much easier.”


Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way.

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