Call Us
+1 857-847-3152
Call Us
+1 857-847-3152
Call Us
+1 857-847-3152
Call Us
+1 857-847-3152
In this episode of E-coffee with Experts, our host Austin Willman chats with David Van Den Broeck, Head of Digital at Touring and Digital Coach at Fluxava, about modernizing legacy organizations for the age of question-based search and large language models.
David shares concrete lessons from a 130-year organization: why snackable content and question-focused optimization beat old keyword-only playbooks, how to protect brand trust while adopting automation, and practical change-management strategies to lift employee value (not replace it).
We cover digital inclusion, real risks when AI summarizes important rules (and how to prevent dangerous omissions), and how to transform contact-center roles into high-value problem-solvers.
If you’re a founder, CMO, product lead, or part of a marketing team working in a legacy or regulated organization, or a small agency supporting them, this episode gives you practical, tactical insights on FAQ-first content, knowledge-base readiness, search intent mapping, employee upskilling, and brand-safe AI adoption.
Crisis situations can arise unexpectedly, especially during holidays.
Quick response is crucial in crisis management.
Maintaining a good reputation is vital for service-oriented businesses.
Customer service can significantly impact a company's image.
Family emergencies can create high-stress situations for individuals.
Effective communication is key in resolving crises.
Understanding customer needs during emergencies is essential.
Reputation can be damaged quickly if not handled properly.
Service providers must be prepared for unexpected challenges.
Empathy plays a significant role in customer service.
