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Lush’s Journey: Balancing Innovation, Empathy, and Customer Care - Interview with Naomi Rankin of Lush

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Manage episode 484172323 series 3013800
Content provided by Adrian Swinscoe. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Adrian Swinscoe or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

Today’s interview is with Naomi Rankin, the Manager of Global Customer Care at Lush, the British cosmetics retailer. I spoke to Naomi when I attended Zendesk’s recent Relate event, which took place in Las Vegas on March 25th-27th. We talk about her highlights from the event, what customer care means to Lush, their approach to AI and her journey with Lush from starting work in one of their shops to now managing the global customer care team that covers 24 markets, 15 different languages, and another 20 partner markets.

This interview follows on from my recent interview – Omnichannel was a myth – Interview with Gaurav Passi of Zingly – and is number 541 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

  continue reading

532 episodes

Artwork
iconShare
 
Manage episode 484172323 series 3013800
Content provided by Adrian Swinscoe. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Adrian Swinscoe or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

Today’s interview is with Naomi Rankin, the Manager of Global Customer Care at Lush, the British cosmetics retailer. I spoke to Naomi when I attended Zendesk’s recent Relate event, which took place in Las Vegas on March 25th-27th. We talk about her highlights from the event, what customer care means to Lush, their approach to AI and her journey with Lush from starting work in one of their shops to now managing the global customer care team that covers 24 markets, 15 different languages, and another 20 partner markets.

This interview follows on from my recent interview – Omnichannel was a myth – Interview with Gaurav Passi of Zingly – and is number 541 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

  continue reading

532 episodes

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