On this episode, Sofya Pogreb, the Chief Operating Officer at BILL, discusses how BILL instills a customer-first mindset throughout the organization, the importance of customer support and experience, and how data is used to optimize customer experiences. Sofia also emphasizes the need for cross-functional collaboration and the role of the COO in championing customer focus
Tune in to learn:
- How to instill a customer-first mindset
- The role of the COO in championing customer focus
- Why you should be measuring customer effort and employee effort
- The ROI of having a customer-focus
- The importance of empathy in customer experience
About the Guest:
“Sofya Pogreb, the Chief Operating Officer of BILL, brings more than 20 years of experience in operational roles at financial technology companies.
Before joining BILL, Sofya was the Chief Operating Officer of NEXT Insurance, where she led insurance, data and operations functions serving small and midsize businesses across the country. Sofya has served as Chief Operating Officer at TrueAccord, where she built and led the company’s operations and analytics functions. Prior to that, she was a senior executive at PayPal with responsibility for risk management across the Americas.”
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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