EP. 110 - James Oyola | The Customer Service Playbook Behind FIFA's World Cup

James shares how FIFA is preparing to serve millions of fans, manage customer care at scale, build multilingual support teams, and create a consistent customer experience across the United States, Canada, and Mexico. We also explore leadership, emotional intelligence, communication, conflict resolution, and the principles behind his book, The Helpful Leader.

Whether you're a business leader, entrepreneur, customer service professional, contact center executive, or sports fan, this episode offers valuable lessons on leadership, culture, and delivering exceptional customer experiences.