Lauren Volpe – QuadPay: Introducing Customer Service Week to a FinTech Startup | VIDEO

Show Description

How do you introduce Customer Service Week if you haven’t celebrated it before? Fortunately for Lauren Volpe, Chief Experience Officer of QuadPay, celebrating the people behind the customer experience is already part of QuadPay’s culture. Whether it has been formally celebrated before or not, you can still Ignite CX Celebration! Listen to this episode and get valuable insights on how Lauren and QuadPay celebrate Customer Service Week.

Lauren Volpe is the Chief Experience Officer (CXO) at QuadPay, currently one of the fastest growing Buy Now, Pay Later platforms. Her areas of expertise include creating exceptional customer, agent and employee experiences, contact center operations, training and metrics. Lauren is a Certified Customer Experience Professional (CCXP) and enjoys discussing all things CX. In her spare time, you can find her reading about CX, talking about CX, and even singing about CX (some would say unfortunately). Lauren also enjoys spending with her kids and lots of time on the golf course, pondering her latest project plan and also wondering how she blew that last putt! To learn more about Lauren, you can check out her Linkedin profile at or participate in a twitter chat @laurenqvolpe

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00:37 – Introduction

01:39 – About Lauren Volpe and QuadPay

02:16 – What is FinTech?

02:41 – QuadPay’s services

03:36 – The importance of customer experience in the growth of FinTech

04:23 – How Lauren Volpe and QuadPay celebrate Customer Service Week

05:54 – Introducing Customer Service Week to QuadPay

07:17 – QuadPay’s culture in igniting CX celebration

08:49 – The importance of getting ahead of the need

09:47 – Handling work-from-home arrangements and employee turnover

12:33 – Lauren’s highlights in celebrating CS week

14:17 – Example of an agent delivering outstanding performance

16:47 – How Lauren and QuadPay carry the spirit of CX celebration all year long

18:07 – Myths and misconceptions about Customer Service

19:42 – The importance of employee experience and how it can impact the customer experience

22:01 – Advice for emerging leaders

24:06 – Share this episode to someone you know!

24:22 – CCXP and the importance of Certification

25:25 – Connect with Lauren Volpe

Memorable Quotes

“Customer experience covers more than just external customers, it’s also focused on internal customers (the team).”

“The employee experience right now is really critical and can impact the customer experience greatly.”

“Don’t always go for the cheapest option.”

“If you’re going to go in to customer experience, take some time to read some books and talk to experts.”

Links and Resources

Lauren’s LinkedIn:

Lauren’s Twitter:

QuadPay website:

Customer Service Weekly Facebook:

Customer Service Weekly LinkedIn:

Customer Service Weekly Twitter: @MyCSWeekly

Customer Service Weekly YouTube: