With increasing digitisation, the world of customer service has adopted new methods for meeting customer needs and resolving problems. In this episode, Adam and Valentina talk to Sham Aziz, Head of Customer Service at Selfridges, a leading premium retailer in the UK. Sham shares key industry experience, exploring how customer service has and continues to change, what elements lead to excellent customer experience, and how other factors like brand equity and employee wellbeing play a role.