Building out a Customer Service organization in today’s business environment isn’t easy. Customer demands are always changing and expectations are at an all-time high. In this episode of Movers & Shakers, we speak with Seth Hall, the Senior Vice President of Customer Service at Philadelphia Insurance Companies. Seth is responsible for transforming his company’s customer service organization. But instead of just creating the organization in the vision of the outdated service organizations that are common in the insurance industry, Seth decided to build an org that was ready for future. Relying on a Voice of the Customer program, Seth was able to reshape his organization around providing a best-in-class customer experience instead of old performance metrics.