Zillow Group rethinking customer experience and self-service strategy

Zillow Group Vice President of Customer Experience Operations, Phoebe Schultz, will present a keynote at CRS Scottsdale regarding the company’s approach to customer experience (CX) and self-service strategy.

Schultz will discuss how Zillow addressed a fragmented support ecosystem that had grown to include numerous separate help sites, four technology platforms, and 12 support silos due to years of acquisitions. The presentation aims to demonstrate how the company is moving away from an internal structure that forced customers to repeat information or search multiple locations, instead focusing on a more integrated support strategy to build consumer confidence during complex real estate transactions.