Hi, this is Greg Kielstrom. Welcome to season three of the Agile World, where we discuss customer

employee experience, organizational and workforce transformation, and how business can adapt and

continually improve in an agile age. The Agile World podcast is brought to you by tech systems,

an industry leader in full stack technology services, talent services, and real world application.

For more information, go to techsystems.com. To read more about the topics discussed in the show,

you can go to my website at theagile.world and read my latest articles or get a copy of my latest

book, The Agile Workforce, now available on Amazon and other retailers. My name is Greg Kielstrom,

and I'm the host of the Agile World podcast. Today, we're going to talk about Agile customer

service and how organizations can be as nimble with their customer support teams as they are in

other aspects of business in our cloud-based world. To help me discuss this topic, I'd like to welcome

Daniel Rodriguez, Chief Marketing Officer at Simpler. Daniel, welcome to the show.

Thanks so much for having me, Greg. Yeah, looking forward to talking about this. Let's get started

about talking about the need for more Agile customer service. From your perspective,

what are some of the challenges that organizations have in maintaining flexibility and agility

and delivery of customer service? Well, I mean, let's actually rewind to before the pandemic.

Because before the pandemic, I think a lot of organizations realized that the customer expectation

was changing. Amazon Prime and Amazon Prime now basically had turned us all into

Veruca Salt from Willy Wonka and the Chocolate Factory. We are, as consumers, we are as

impetulent and unwilling to wait as we have ever been, and we are becoming and data have

suggested that we are becoming worse and worse. We are becoming more Veruca Salt, like not less.

So, this was already pressuring companies into providing a customer service level of support

that was stretching them. Because the traditional fixed resource model, even if you're using an

...