1 hr 3 min

Ep. 162: Uber's Troy Stevenson | The Human Side of Uber’s Digital Customer Experience The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

    • Business

Uber may be a digital disrupter, but it has a very large human side. When a a driver, a rider or UberEats customer needs help, they contact Community Operations, a global customer service organization run by Troy Stevenson. In this episode, Troy describes how he helped Uber navigate its rapid growing pains. He also shares some of the ways that Uber's vast amounts of real-time customer data gets turned into action, and talks about why that’s both a science and an art.

Uber may be a digital disrupter, but it has a very large human side. When a a driver, a rider or UberEats customer needs help, they contact Community Operations, a global customer service organization run by Troy Stevenson. In this episode, Troy describes how he helped Uber navigate its rapid growing pains. He also shares some of the ways that Uber's vast amounts of real-time customer data gets turned into action, and talks about why that’s both a science and an art.

1 hr 3 min

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