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 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.
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.
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.
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.
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.
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.
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.
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.
In this episode, I revisit conversations with two CX leaders in healthcare who share how their past helped them thrive in their current roles.