Airbnb is one of the fastest growing and most disruptive companies of our generation. The company has scaled rapidly since its founding in 2008, and the pandemic only further presented unique challenges for an organization managing operations and contact centers to support travelers around the world. Fin CEO Evan Cummack will interview Andy Yasutake, Global Product Director, Customer and Community Support Products at Airbnb on stage at Customer Contact Week (CCW) in Nashville to understand how they’ve been able to adapt their customer experience while increasing revenue 299% this year over last and handling its biggest single US night ever just recently, hosting over four million guests.
The session will share best practices learned from the trenches for how companies can leverage cross-platform analytics for greater agility and better customer experience outcomes. The session will also share findings from Fin’s real-time data across contact center agents in various locations, including remote offices, to reveal previously unknowable insights into how technology impacts team productivity, such as how internet connection speed impacts average handle time, how many computer screens agents need to succeed, and more.
Customer Contact Week is the leading customer contact and CX event series. We are very excited to have this important conversation about how productivity analytics are about so much more than time and motion studies or employee time trackers. Interested in joining but not sure you can purchase the ticket? We've got a few VIP guest spots - email firstname.lastname@example.org for more info. Already headed to Nashville? Join Andy and Evan on Friday, October 22nd at 9am CST. The Fin team will also be on the CCW show floor and would love to meet you.
If you’re not going to make the event but want to know how to leverage cross-application insights for greater agility and better CX outcomes, register here to request the session recording.