The latest episode of the "Conversations with Zendesk" podcast is now available! 

In this episode, I interviewed Michael Pace, Vice President of Global Member Services and Operations at Virgin Pulse. By maximizing self-service options and improving platform stability, Michael has helped Virgin Pulse reduce customer contacts while emphasizing the importance of the employee experience to achieve these results.
We discuss:

• (2:43) Why building a strong knowledge base and self-service resources is so important.
• (6:30) Reducing customer contacts through platform stability.
• (10:19) The importance of transparency and dashboards for driving improvements.
• (13:12) How to build a culture of collaboration and trust.
• (14:20) The impact of improved customer support on customer satisfaction.
• (15:13) Why great employee experiences lead to top-notch customer experiences.
• (21:02) How Michael and his team plan to implement AI tools to improve operations.
• (24:06) The potential impact of AI on the employee experience.

Lots of great insights to learn from! Give it a listen via iTunes, Spotify, or wherever you get your favorite podcasts. If you like the show, we'd love it if you'd take a minute to leave a review on iTunes, and feel free to share with your colleagues!