Oliver Zühlke
Passionated customer oriented leader with experience in customer facing responsibilities in various countries and industries.
With over 15 years of experience in the software industry, Oliver has developed deep expertise in Customer Care, Customer Success, and Key Account Management. His career spans a variety of sectors, including Automotive, Aerospace & Defense, Chemistry, Materials & Process Industry, and Healthcare Technology.
Oliver excels in leading large intercultural teams, fostering collaboration, and driving impactful results. His passion lies in delivering customer-centric solutions and achieving business success. His leadership skills and ability to navigate complex software landscapes enable me to effectively support clients and exceed their expectations.
Thursday 3 April 2025
Innovating Customer Care: Balancing Cost Efficiency and Client Satisfaction at Doctolib
Innovation management in customer care plays a key role in driving both operational excellence and client satisfaction. This presentation explores how support, tech support, and tech onboarding teams contribute to company success by innovating processes, structures, and workflows. Through real-world examples, we will demonstrate how fostering a culture of continuous improvement empowers employees to develop their skills and shape their careers while simultaneously enhancing efficiency and customer experience. By embracing innovation, organizations can create a win-win-win scenario—delivering better services to clients, optimizing costs, and boosting employee engagement.