Today’s interview is with Liz Graham , who is Vice President of Sales and Service at Wayfair, one of the world’s largest online destinations for the home. Liz joins me today to talk about a number of things including getting the human and technology balance right when it comes to delivering a great customer experience, innovative recruitment strategies, using predictive analytics and AI to drive proactive service amongst other things.
This interview follows on from my recent interview – Fostering a listening culture is the best way to deliver better customer and employee outcomes – Interview with Rob Pace of HundredX – and is number 202 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my interview with Liz:
About Liz (taken from her Wayfair bio)
Liz Graham is Vice President of Sales and Service at Wayfair and oversees customer service and sales for all of Wayfair’s US and European brands. Prior to joining Wayfair, Liz served as Vice President of IT Operations at HubSpot (HUBS), the world’s leading inbound marketing and sales platform, where she created a cloud-based data warehouse to facilitate access to diverse data sets. Liz also served as the Vice President of Operations with HubSpot, where she increased employee satisfaction and cultivated the unique company culture. Before HubSpot, Liz held several senior level operations roles at Comcast Corporation, Northeast Division, including Vice President of Technical Operations and Vice President of Network Operations Centers. Liz earned an A.B. from Harvard College, an M.St from Oxford University and a J.D. from Harvard Law School. She lives outside of Boston with her husband and daughter.