The Future of Service Excellence with Eric Strom

Join hosts Denise and Joel for an insightful discussion with Senior Vice President of the bswift Service Center, Eric Strom, the driving force behind bswift's Service Center transformation.  We'll cover the pivotal role service plays in benefits administration, digging into what it takes and how bswift strikes the balance between AI-driven innovation and the irreplaceable human touch. Eric shares his perspective on leadership, his approach to empowering teams and fostering connection, and how he's rethinking customer care to meet today's challenges—plus, the one thing he says is harder than all of that.  This conversation is packed with plenty of food for thought for HR professionals and service leaders looking to foster empathy, connection, and adaptability in their own organizations.