Manage episode 332880971 series 2821620
Nikhil Shanker is the VP of customer experience and partner experience at Urban Company, a services platform. Nikhil’s role focuses on building processes and systems that assist customers as well as service partners who deliver the services to the customers. With 9+ years of experience, Nikhil has previously worked with HCL Technologies and Infosys.
- Evolution of support at Urban Company during the pandemic
- Managing customer expectations when demand spikes
- One process implementation that enabled delightful CX
- Future of customer support and customer experience