Making Customer Feedback Actionable for Teammates will review how PayPal went from an organization that held teammates accountable for Agent Satisfaction and replaced it with a Key Driver Index (KDI). This session will review what the impetus of changing metrics was as well as the process of making the change. We will speak in detail about the challenges of implementing such a framework for an organization that spans multiple countries and cultures. The session will detail how making this change has allowed PayPal to link the teammates behaviors they are in control of to overall satisfaction and loyalty.
Tyler Moseman, Senior leader of Service Measurement, PayPal