Intuit Taps Distributed Workforce to Support Busy Tax Season | Fiona Blakesley, Director of Customer Success, Intuit

Fiona Blakesley, Director of Customer Success for tax professional services, has no problem handling the seasonal demand. With a globally distributed workforce she can flex her capacity quickly to keep customers happy. Watch the full interview to learn more about this new workforce model, and why her new training program has increased employee satisfaction and business results.

1. Attracting & retaining talent in tech – 02:26
   There needs to be an active focus on diversity and inclusion in all tech companies because it is evident that diverse teams with a blend of different perspectives are always more successful. It is not easy to find good technical talent so it is important to put in place talent attraction programs.
2. Diversity best practices – 04:56
   An intense focus on employee development is required, and investment is required into employment diversity, achieving personal and business goals and on a 360-degree feedback. Creating employee networks on the basis of different diverse groups helps create a sense of belonging.
3. Challenges in ensuring customer success – 10:00
   With a global spread of customers, it becomes important for a business to be able to flex and stretch to accommodate all requirements. Having a part-time workforce allows the flexibility to handle peak demands both in terms of capacity and experience. Besides, it is cheaper to have a part-time, flexible workforce that offers a great breadth of talent that can be tapped into across the globe.