R.I.P. Customer Service?
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C-SUITE PERSPECTIVES

R.I.P. Customer Service?

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

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?
 R.I.P. Customer Service?

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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

Steve Odland

President and CEO
The Conference Board, Inc.

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Denise Dahlhoff, PhD

Denise Dahlhoff, PhD

Director, Marketing & Communications Research
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™.

C-Suite Perspectives provides unique insights for C-Suite executives on timely topics that matter most to businesses as selected by The Conference Board. If you would like to suggest a guest for the podcast series, please email csuite.perspectives@conference-board.org. Note: As a non-profit organization under 501(c)(3) of the IRS Code, The Conference Board cannot promote or offer marketing opportunities to for-profit entities.


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