Nest Labs - John Moses, Head of Customer Support

John Moses is one of the true visionaries of Customer Experience. John is Head of Customer Support at Nest Labs, the market leader in home automation. In this episode he talks about: How joining Nest felt like being let out of a cage Why he encourages his agents to rip up the script and have human conversations  How failing to invest in CS may save you ten cent but will cost you a dollar Why Steve Jobs had the wrong attitude to Customer Support Which tech companies he rates highly for their CX strategy What CX professionals need to be doing right now to prepare for the future.  John speaks with incredible passion and insight. If you've got customers, you've got to hear this interview.  See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.