In this episode, Todd is joined by Tue Søttrup, Vice President, Customer Excellence at Dixa, a customer service platform based in Copenhagen, Denmark, which now has offices in London, Berlin, Lyon, Chicago, and Melbourne. With over twenty years of experience in customer services, Tue is striving to improve customer experience by optimizing agent happiness. 

They discuss the role agents play in improving the customers' experience and why providing a conducive environment for the agents to work is important. They further elaborate on the importance of agent happiness in customer service and how it can lead to happy customers and a successful organization.