On this episode, Josh Ives, SVP of Customer Experience Operations at FanDuel, discusses the customer-centric strategies and innovative approaches that have contributed to the success of FanDuel in the highly competitive sports betting industry. He emphasizes the importance of building customer trust, protecting customers through responsible gaming programs, and creating personalized experiences. Josh also highlights the significance of partnerships in expanding the reach of FanDuel and enhancing the customer experience.

Tune in to learn:

• Why building customer trust is crucial for success in the sports betting industry.
• Why responsible gaming programs and customer protection are key strategies to drive loyalty.
• How personalization and understanding customer preferences create engaging experiences.
• How partnerships play a significant role in expanding reach and enhancing the customer experience.
• Why consistency is key in delivering great customer experiences.
• How recovery from service failures can be an opportunity to build trust and loyalty.
• Why integrating tools and technology can enhance both the customer and employee experience.

About the Guest:

“Josh Ives has a diverse and extensive work experience. Josh has held leadership roles in various companies, including FanDuel, Altice USA, Samsung Electronics America, Electronic Arts (EA), Infosys, XIF Communications, and KnowledgePlanet. Throughout their career, they have been responsible for customer operations, customer experience management, strategy, and care, as well as building relationships and driving positive customer experiences. Josh has also been involved in the design and implementation of learning architectures and systems for companies in different industries. Overall, Josh brings a wealth of experience in customer-focused roles and a strong background in technology and learning services.

Josh holds a Bachelor of Science degree in Business Information Systems from Messiah University.“

 

Sofya holds a Masters of Computer Science from Massachusetts Institute of Technology and a Bachelor of Finance from the MIT Sloan School of Management.”

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