On this episode of TELUS International Studios, Mike Jones, senior director of customer care at The Home Depot, explains how an inverted pyramid management style, along with a set of timeless core values, are fundamental to The Home Depot's CX strategy. This approach proved especially valuable over the last 18 months, when the company experienced explosive growth. You won't want to miss Mike's advice for other CX leads navigating busy periods, including how to use data to do better business, and more. To read more from this conversation with Mike Jones, senior director of customer care at The Home Depot, check out: To contact TELUS International, or to request a demo of our digital CX solutions, visit: https://www.telusinternational.com/contact See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.