In Session with Yuvraj Saxena, CX Director at Hubilo

EventProfsCast by Hubilo

This week on Event ProfsCast, Rachel is joined by Hubilo Customer Experience Director Yuvraj Saxena. Yuvraj is responsible for our customers having a little or a lot less heartburn while planning and executing your event experiences. How does Yuvraj do it? Let’s find out!

Yuvraj believes that event planning support differs from traditional customer support models. In his tenure with Hubilo, a new and innovative way to partner with clients - event professionals - has been created and had landed Hubilo near the very top of the event planning world with regard to customer service and experience.

Yuvraj teaches his team that they work not so much for Hubilo but for Hubilo’s clients. He’s proud of the fact that, without exception, members of the Hubilo customer experience and customer success team will not say that they work for Hubilo but for each individual event planning client. We’re proud of that!

We’re all using video conferencing and remote meeting tools and technologies. But in most cases, there is no “platform representative” in your Zoom calls or your Microsoft Team meetings. Hubilo embeds a customer experience team member inside your event where they can be intimately involved, well versed on the details of your event, and ready to help on-demand as you plan and execute your event.

Yuvraj acknowledges that American Express is a world-class example of exemplary customer service in the credit card industry. But he also recognized that this traditional call center support model does not fit in event planning, so Hubilo immediately attaches a dedicated customer success team member to every event that Hubilo facilitates. This means that Hubilo is always ready to help at any time exactly when you need it without requiring a call to a random support representative in a general call center.

A dedicated Hubilo customer experience representative is present on the platform during every minute of your event. Yuvraj’s team knows you, knows what you’re doing, and stands ready at your side from the first minute of your event to the last. There is no “wait time” for help when you’re a Hubilo partner.

Yuvraj is dedicated to overhauling the concept of customer service and customer experience management in our industry. One way he’s following this path is to add team members at Hubilo based on their ability to embrace and thrive in this new model of customer care. In this model, it’s not so much about hard skills as it is a mindset, flexibility, and the ability to adjust to the needs of customers at all times. This task requires people who think and feel in ways that align with this new paradigm. Yuvraj is on a mission to find and hire those people.

This new approach to CX at Hubilo means that CX team members don’t rehearse scripts, don’t have rigid procedures to follow, and aren’t pressured to be upsellers. Yuvraj teaches his team how to respond, not react, and how to de-stress, decompress, and remain ready and able to perform at a high level. Your Hubio CX contact is in that position because they have exhibited a customer-focused mindset, a high degree of flexibility, the ability to adapt under pressure, and a temperament that suits the demands of the position. This is why Hubilo has found itself at the top of the customer experience and satisfaction list in the event planning world.

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