39 min
Scaling CX - A talk with Airbnb's head of global customer experience Questions for now - Compelling perspectives on digital CX
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- Technology
When you’re Head of Global CX for a company with hundreds of millions of customers across 191 countries, how can you ensure they all have a beautiful customer experience? Aisling Hassell has been heading up global CX for Airbnb since 2014 – four years of exponential growth for the company. In this rare interview, Aisling describes how she has successfully scaled the CX function over that period, and the fundamental lessons she has learned along the way.
When you’re Head of Global CX for a company with hundreds of millions of customers across 191 countries, how can you ensure they all have a beautiful customer experience? Aisling Hassell has been heading up global CX for Airbnb since 2014 – four years of exponential growth for the company. In this rare interview, Aisling describes how she has successfully scaled the CX function over that period, and the fundamental lessons she has learned along the way.
39 min