The interview features Kelly Burnette, a Classroom Success Manager at Writable from HMH, discussing her experiences and insights on customer service. She emphasizes the importance of listening, being timely, clear, and kind in providing support to customers. Kelly highlights the unique challenges of working in education technology and the need for a combination of product expertise and personal experience to understand users' needs. She also shares her productivity hacks, favorite book, and the best thing a customer has ever said to her. The conversation touches on the emotional aspects of customer service, including the power of positive interactions and turning negative experiences into positives. Throughout the interview, Kelly showcases her passion for making a difference in customers' lives and her commitment to delivering exceptional support.