​​Michael O’Reilly - VP Global Customer Experience of Eventbrite
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​​Vice President Global Customer Experience of Eventbrite
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​​Digital business leader who delivers exceptional performance through strategic goal-setting, partnership, and focus on execution. Build and develop high-impact teams with a focus on problem identification and delivery of actionable solutions.
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​​Specialties: Digital General Management, Business Strategy, Social/Digital Marketing, Media Optimization, Data Analytics, Omni-Channel Customer Acquisition and Retention, CRM Strategy Development and Execution, Change Management, People Leadership and Development.
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​​Summary of accomplishments:
​​Led successful integration of Athleta into Gap Inc. Completed integration within budget and with 98% employee retention.
​​Led evolution of Athleta from catalog-centric to omni-channel business while tripling direct-to-consumer revenues in seven-years.
​​Created and led B2B business for Choice Hotels which exceeded original business plan each of first three years. 
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​​List of Questions
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​​Research Questions 
​​Discussion
​​We looked at your background and you were in Business Strategy & Finance for a large part of your career, what made you decide to work in Customer Service? 
​​#Jing
  • ​​Integration of Athleta to Gap 
  • ​​Digital buisness in CRM, Business Analytics, Online Mercandising, CX
  • ​​Eventbrite 
​​What’s your vision for excellent customer service? 
​​#Jing
  • ​​Experience & Support not needed from a reactive perspective
  • ​​Broken model of getting feedback
  • ​​Reduce the volume of calls
  • ​​Fix the product, get the product to the place 
  • ​​Voice of the customer program
  • ​​Agent → tech development process. 
  • ​​Take what the customer’s journey
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​​25-30% of where is my refund/where is my ticket. 
  • ​​One of the issues is 
  • ​​One entry for email address - mobile 
  • ​​Track credit card, no phone number 
  • ​​Tracking information 
  • ​​Send to their email twice 
  • ​​40% decline in emails 
  • ​​Phone number as a second identifier 
​​Where did you get that idea? 
​​#Jing
  • ​​Platform that measures sentiment. - Custom Platform System
  • ​​Medallia customer gauge
  • ​​Call or contact agent - information would be captured. 
  • ​​See trends that come through 
  • ​​Poor man’s approach 
  • ​​Front line agent become part of the go-to-market process
  • ​​Check the product’s functionality 
  • ​​Agent isn’t able to find it. 
  • ​​Discoverability 
​​What would you consider to be your achievements in Customer Service at Eventbrite? 
​​#Jing 
  • ​​A lot of work to be done, not a lot 
  • ​​Self-help experience 
  • ​​Under-resourced