In this special video interview, I interview Jay Baer, Founder of Convince & Convert, and author of Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth. Jay shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking.
Two CX leaders in the airline industry share how they assessed the work that needed to be done in order to improve customer and employee relations within their first year on the job.
Lucy Norris, Chief Customer Success Officer, talks about how they define customer success and customer experience at Genesys and how she’s been leading the CX transformation in the organization.
In today’s episode, we revisit two conversations with CX leaders of global organizations about defining and operationalizing customer-obsession.
In this episode, I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team.
Bob Buiaroski, the SVP of Manulife, shares how he implemented changes to a CX structure that had been in place at the company but not fully developed. He helped Manulife go from ad hoc cx management to embedding it in the organization’s culture.
Gaming is a huge industry with a lot of devoted customers, which is why it was so interesting to speak with John Pompei, Head of Player Experience Operations Worldwide for Electronic Arts. John shares how he helped build the player journey and improve the overall experience for EA gamers.
Anand Sampat, Head of CX for c2c, a public London commuter train service shares how he manages the customer experience for such a complex system.
Yellowfin CCO Lee Roquet shares how determining the power core at Yellowfin helped him understand the company’s culture, which laid the groundwork for his CX strategy.
I chat with two CX leaders from PTC, a SaaS company, about defining customer success, and the value of designing customer room for enhancing employee and customer experience.