January 17, 2019

How to Connect Your Employees to Your Customers and Company Mission [PODCAST]

I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend, a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.



January 4, 2019

Best of the Podcast 2018: Defining Patient and Customer Experience at Cedars-Sinai Hospital [PODCAST]

I’m revisiting a conversation I had with Alan Dubovsky, a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Alan shared the unique situation that placed him in this position at Cedars-Sinai, his prior experience in the healthcare industry, and the extensive work he’s done to define his newly created role.


January 3, 2019

Deliver Education and Be Transparent with Customers

How can transparency and guidance become our standard for how we sell and how we serve? In this Daily Dose, we look at the importance of educating the customer and letting them make informed decisions.


Best of the Podcast 2018: How A Telecommunications Organization Earned the Right to Customer Growth
December 28, 2018

Best of the Podcast 2018: How A Telecommunications Organization Earned the Right to Customer Growth [PODCAST]

Today’s “Best of 2018” episode features Patricia Pedhom Nono, who was previously the general manager of customer service & customer experience at MTN Cameroon, one of the biggest telecommunications companies in Africa. Patricia shared a detailed account regarding how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.


Best of the Podcast 2018: Build Power Moments in Your Customer Experience
December 20, 2018

Best of the Podcast 2018: Build Power Moments in Your Customer Experience [PODCAST]

One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact. Though not a CX book per se, it will definitely get you thinking about ways you can differentiate your brand and the experiences you provide to your customers.