“Delivering Incredible Customer Experiences”

Jonathan Shroyer, CEO, and Founder of Officium Labs, is a dreamer and a visionary. He saw a better way for organizations to perform customer service and generate value through CX. As a strong relationship builder and master connector, Jonathan made this dream a reality alongside his Co-Founder, Scott McCabe. Jonathan has a wonderful ability to help others understand the vision and want to participate inside of it. The Officium team was born, and it continues to grow under his leadership. Jonathan is also a challenger through and having the capability to unlock talent and motivate them to attain the unattainable. “This is how we are building the future of service, by adopting a different vision and doing things that have never been done,” says the steadfast leader.

With the advent of the pandemic, CEOs had to stretch and pivot in remarkable ways, from taking care of their people while quickly shifting the company's strategic direction to take care of customers. Jonathan has done an outstanding job of both. Through his compassion, communication, and generosity, Officium Labs recently achieved a +100 eNPS score. Jonathan has had the courage and vision to quickly create new client offerings and swiftly made strategic adjustments to serve the customers best. “This has not only galvanized the success of Officium Labs, we’ve also had the privilege of helping our customers to overcome challenges over the past year and a half,” he says.

“Officium is Latin for service. Officium Labs believes in service—as an experience, as a business, as a social responsibility. They believe great customer experiences drive loyalty and want their customers to be known for creating incredible customer moments.”

Officium's TalentPlace platform connects on-demand CX workers with companies in need of CX staff, which is the company’s biggest differentiating factor. Talentplace is a decentralized network of people and currencies, creating a remote workforce model that improves work/life balance and shifts wealth from large cities to new communities worldwide. “Many have called it “the uber of customer service” due to it’s real-time capabilities and flexible nature. We connect great people with great brands, and in such a way that both are able to have an incredible experience,” says Jonathan. “We measure success based on the value we are able to generate for our customers. We have helped dozens of organizations to improve their customer interactions, enhance the workplace environment, as well as producing significant ROI associated back to customer experience improvements.”

Jonathan also invented the ServiceStack™ and founded Officium Labs to help companies realize the immense value of their customer experience and journey. The goal was to help people think differently about the power of their service experience. Over the last two years, we have proven 15x that CXAAS (customer experience as a service) drives savings to the bottom line and protects top-line growth. They take a holistic approach to CX to ensure long-term success. Everything is enhanced by bringing the people, product, and practice elements together as part of experience design. This ServiceStack™ diagram helps to show the synergies.

“We are consistently challenging one another to find better, more innovative approaches to modern problems. One quote that is often articulated, especially by Jonathan, is the following from Nelson Mandela: “I never lose, I either win or learn.” This way of thinking gives us the freedom to try new things and build the future of service,” explains Jonathan. “One such exciting pursuit is our new CX Lab facility in San Francisco. This will be a place for the CX community to engage with innovative workshops, hear from top experts, A/B test a CX problem or just get the creative juices flowing.”

The company’s roadmap for the days to come is to continue to design incredible customer experiences using the most innovative techniques available. CX will continue to be the competitive differentiator for organizations in the foreseeable future. They will continue to find ways for their clients to win and stay on the cutting edge of experience design. "It's been a tremendous season for the company," says Jonathan. "Officium Labs has just passed $9M in revenue, taken our first official step toward offering cryptocurrency, and filled two critical positions in our executive cabinet. We have more amazing things coming up right around the corner." IE