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.


Want to Improve Your Customer Relationships and Bottom Line? Put Yourself in Your Customer's Shoes Says CCO at Rigor
May 16, 2018

Want to Improve Your Customer Relationships and Bottom Line? Put Yourself in Your Customers’ Shoes Says CCO at Rigor [PODCAST]

In this episode, Francis Cordón and I chat about the different tactics he has implemented during his 8 months as the first CCO at Rigor, a SaaS company, in order to improve customer relationships and facilitate customer-driven growth.


CUSTOMER EXPERIENCE LEADERSHIP IN THE DIGITAL MEDIA LANDSCAPE WITH AMY SHIOJI OF USA TODAY
May 10, 2018

Customer Experience Leadership in the Ever-changing Media Landscape with Amy Shioji of USA Today [PODCAST]

In this episode with Amy Shioji, Head of Customer Experience at USA Today Network, we talk about how she advocated for a more holistic view of CX and loyalty at a media company facing challenges from the disruptive nature of the industry.


EARNING THE RIGHT TO CUSTOMER EXPERIENCE TRANSFORMATION AT A TELECOMMUNICATIONS COMPANY
May 3, 2018

Earning the Right to Customer Experience Transformation at a Telecommunications Company [PODCAST]

Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? MTN Cameroon’s first CCO, Patricia Pedhom Nono shares a detailed account of how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.


Global General Manager of Customer & Partner Experience Amanda Sachs
April 24, 2018

Microsoft’s Path to Customer Obsession with Global General Manager of Customer & Partner Experience Amanda Sachs [PODCAST]

We’ve made it to 100 episodes! Woo-hoo! In today’s episode, Amanda Sachs, General Manager, Customer & Partner Experience, at Microsoft chats with me about how she has engaged with the organization to translate CEO Satya Nadella’s mantra of “customer obsession” into its operating model, engineering and culture.


April 20, 2018

Do Law Firms Need a Chief Experience Officer? Yes! A CXO at Miles & Stockbridge P.C. Explains Why [PODCAST]

In this episode, I speak with Edwin Bodensiek, the CXO for Miles & Stockbridge P.C., a law firm in Baltimore Maryland. We discuss why and how this role can be embedded in a services firm, and the unique blend of branding and “CX” that Edwin brings to this role.


How to Leverage Your Past to Prepare You For a Customer Experience Role