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Ep. 162: Uber's Troy Stevenson | The Human Side of Uber’s Digital Customer Experience
Ep. 162: Uber's Troy Stevenson | The Human Side of Uber’s Digital Customer Experience
ratings:
Length:
64 minutes
Released:
Jul 18, 2019
Format:
Podcast episode
Description
Most of us think about Uber as a true digital disrupter. Yet, there is a very large human side to Uber. When a driver, a rider or “an eater” (someone ordering food through Uber Eats) needs help resolving something that can’t be addressed purely in-app, they contact Community Operations, an organization of some 30,000 people run by Troy Stevenson. In this episode, Troy describes how he helped Uber navigate its rapid growing pains. He also has something many customer-focused executives would envy: vast amounts of real-time customer data, most of it in modern, accessible databases. In this podcast, he shares some of the ways that he makes sure that data gets turned into action, and talks about why that’s both a science and an art.
Released:
Jul 18, 2019
Format:
Podcast episode
Titles in the series (100)
Ep. 7: Loyalty and the problem with pasta on a plane: Linda Verba of TD Bank and Brian Andrews, formerly of Intuit, continue their discussion of NPS and loyalty with Rob Markey. by Customer Confidential: Untold Stories of Earned Growth