R.I.P. Customer Service?

07 NOVEMBER 2022

Denise Dahlhoff joins Steve Odland to discuss customer service in the US.

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In this episode, Denise Dahlhoff, senior researcher at The Conference Board Marketing & Communications Center, joins President and CEO Steve Odland to discuss an endless frustration for many US consumers—and a surprising fascination for experts: customer service in the US. Tune in to find out:

Why does the quality of customer service in the US feel like it’s declining year after year? Does the data match the anecdotal frustrations?
When did this decline start—and what was its underlying cause?
Can technology and corporate innovation turn this situation around—or are they part of the problem?
What was the role of the pandemic in exacerbating customer service woes? Is a turnaround in the cards?
How do generational changes and labor shortages impact the problem?
What are reasons for hope in a better customer experience? Do certain industries or regions of the country stand out as models to emulate?

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Experts in this series

Join experts from The Conference Board as they share Trusted Insights for What’s Ahead^®

Steve Odland

President & Chief Executive Officer
The Conference Board…

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Denise Dahlhoff, Ph.D.

Head of Research, Marketing & Communications Cente…
The Conference Board…

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C-Suite Perspectives

C-Suite Perspectives is a series hosted by our President & CEO, Steve Odland. This weekly conversation takes an objective, data-driven look at a range of business topics aimed at executives. Listeners will come away with what The Conference Board does best: Trusted Insights for What’s Ahead^®.

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