Crystal Stephens, the Head of Customer Experience at Atlas, discusses various aspects of customer service in a candid interview. She highlights the importance of creating a comprehensive customer experience that goes beyond traditional reactive cost centers. Stephens emphasizes the need for empathy and understanding in customer interactions, rather than simply stating policies. She also shares her personal experiences, such as accidentally signing off with an affectionate phrase to a customer, which led to a memorable interaction. Stephens identifies herself more with the term "customer experience" due to its holistic nature, encompassing multiple departments and proactive approaches. She advises her peers in the industry to increase communication across companies to share insights and strategies. Throughout the conversation, Stephens conveys her passion for crafting an exceptional customer journey that contributes positively to the overall experience.