Customer Service in the New Economy w/ Anila Fredericks, Kris Odland & Jan van Veen

In this episode of Digital Transformation & Leadership Kris Odland, Managing Director at Field Service News moderates a panel discussion with Anila Fredericks, Head of Customer Service Operations at Telstra, Jan van Veen, Founder & Managing Director at moreMomentum and Danny Levy, Managing Director APAC at Worldwide Business Research and WBR Insights. The panel get into the impact of the pandemic on their respective organisations, the importance of an agile mindset and the ability to pivot, the DNA of an organisation and how this relates to pivoting successfully, the shift to ‘good enough but quick’ instead of ‘fully road-tested but slow’, how leadership has evolved in the last 5 months and what effective leadership looks like now.