The Importance of Partnership Between Product and CS teams with Mike Stromer of Brooklyn Digital Ventures and former CPO JetBlue

Mike Stromer's professional journey is a testament to his dedication to enhancing customer experience through the seamless integration of digital platforms. With a solid career spanning over two decades, Mike has channeled his expertise mainly within the travel industry and consulting sector. His 14-year tenure at JetBlue stands out as a significant part of his career, where he honed his skills in partnering with customer service, ensuring travelers' satisfaction at every digital touchpoint.

Preceding his impactful role at JetBlue, Mike invested eight transformative years at 1800flowers.com. This experience laid the groundwork for his deep understanding of customer interaction, product and the importance of digital engagement, setting the stage for his future successes.

In recent years, Mike has transitioned to consulting, sharing his rich knowledge and experience with a diverse range of clients. His consultancy work showcases the breadth of his expertise while maintaining the common thread that runs through each role: a relentless focus on the customer's experience. Even with his emphasis on digital channels, Mike recognizes the irreplaceable value of personal touch and remains an advocate for the human element in customer service, especially when it's most needed. Through his career, Mike Stromer has become a prominent figure in the narrative of today's digital customer experience landscape.


**Welcome and Introductions**
- Welcome listeners to CS Conversations
- Introduce special guest Mike Stromer of Brooklyn Digital Ventures, Former CPO JetBlue
- Mike's background and expertise in digital experience and customer service integration
**Partnership Between Product and CS Teams**
- The importance of alignment between customer support and product development
- How partnerships can lead to a better understanding of customer behavior
- The role of technology in customer and employee satisfaction
**Company Policies and Leadership Strategy**
- The impact of company policies on customer experience
- Aligning leadership strategies with customer service roles
- Adapting leadership strategies in response to external factors and global events
**Regular Policy Evaluation**
- The necessity for regular policy reviews and modifications
- The importance of assessing the impact of policies on customer interactions
**Challenges Faced as an Independent Consultant**
- Mike Stromer's personal experience with medical insurance challenges
- How inefficient customer service affected his family's healthcare experience
- The importance of first contact resolution and access to customer conversation history
**Customer Experience as a Priority**
- The imperative of understanding and empathizing with customers
- Prioritizing good customer service across all business levels
**The Significance of Unified Data**
- The difficulty caused by siloed metrics within business operations
- Leveraging AI and a unified data source to address customer service challenges
**Case Studies in Customer Service**
- Experiences shared by Mike about Progressive Insurance and Travis Matthew store
- The role of customer engagement in an enriching service experience
**Engagement and Brand Storytelling**
- The interaction between customer service representatives and customers
- The necessity of engaging customers with the brand's narrative
**Policies and Customer Closeness**
- The value of constant evaluation of policies in relation to the customer experience
- The need for dialogue with customers to understand purchasing motivations
**Digital and Customer Support Synergy**
- The importance of a quick feedback loop between digital and customer support teams
- The impa

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