4 Ways Building a 'Customer Room' Can Reshape Your Customer Experience

How Has CX Evolved and How Should it Impact Your Company's Growth and Leadership?
August 3, 2018

How Has CX Evolved and How Should it Impact Your Company’s Growth and Leadership? [PODCAST]

Join a lively discussion about the evolution of both customer experience as a holistic experience and of the CXO and CCO roles over the past few decades with New York Times best-selling author Rob Markey. Additionally, I share 7 CX insights from this conversation that you can apply to your organization.


How to Unite Silos Across Multiple Government Agencies to Streamline a CX Transformation with William Chumley
July 26, 2018

How to Unite Silos Across Multiple Government Agencies to Streamline a CX Transformation [PODCAST]

William Chumley, the CCO for the Governor’s Office of Information Technology for the state of Colorado shares how he’s been uniting leaders, the C-Suite, and silos across 17 executive branch agencies, in efforts to improve IT functions and streamline CX for the agencies that serve Colorado’s citizens.


How to Lead CX Transformation in a Customer-Focused Tech Organization
July 19, 2018

How to Lead CX Transformation in a Customer-Focused Tech Organization [PODCAST]

In today’s lively chat with Sue Martin Homes, Global VP of Customer Service at Newegg, the leading tech-focused e-retailer in North America, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg.


Customer Experience Management in a State Government Agency
July 3, 2018

Improving Customer Experience Management in a State Government Agency [PODCAST]

How do you transform a bureaucracy that was generations in the making? In today’s episode, I speak with Greg Derwart, Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.


Healthcare CXO Transforms Parkland Hospital Customer Experience Through Employee Experience
June 28, 2018

CXO Transforms Parkland Hospital Customer Experience Through Employee Experience [PODCAST]

In today’s episode, Parkland Hospital’s CXO shares how he is managing the transformation of the culture and employee experience at Parkland to fundamentally improve the hospital’s customer experience


Beyond Patient Experience, How do You Improve the Overall Hospital Quality and Safety Experience at Hospitals?
June 20, 2018

How to Improve Healthcare CX: Lessons from a CXO and Hospitality Veteran [PODCAST]

What happens when one moves from hospitality to healthcare? In today’s podcast episode, I chat with Shawn Smith, a veteran in the hospitality industry, who’s now the Chief Experience Officer at MedStar Washington Hospital Center, responsible for improving the patient, quality, and care experience.


HOW DO YOU BUILD A CULTURE OF CONTINUOUS IMPROVEMENT WITH VP OF CX & LOYALTY AT HERTZ
June 6, 2018

How to Build the Employee Experience and Culture of Continuous Improvement with VP of CX & Loyalty at Hertz [PODCAST]

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda, VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.


May 31, 2018

CX Leadership in the International Gas and Energy B2B Industry with Antonio Susta [PODCAST]

I speak with Antonio Susta, Head of Customer Experience and Customer Service at The Linde Group, a world leading supplier of industrial, processes and specialty gases. As a CX leader at Linde Group Italy, he has the support he needs to lead and implement a CX transformation, per the company’s new focus.


May 23, 2018

Head of Fan Experience at Fanatics Shares Why Employee and Customer Experience Go Hand in Hand [PODCAST]

Fanatics is the world’s largest provider of officially licensed sports gear, and in this episode, Carolyne Matseshe-Crawford, Head of Fan Experience, speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans.