“I was really looking to achieve an experience that was elegant. I’m a big believer in that,” said Eleanor O’Neil, […]
How does a logistics company shift its gears to become more customer-focused? Scott Allison, the Chief Customer Officer of DHL’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.
It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make […]
Jon Herstein, Chief Customer Officer at Box, talks about delivering value as a key point of customer success and delight. He also shares a framework of 6 areas of focus for his role as CCO.
In this episode, Fernando Machado, Burger King’s Global Chief Marketing Officer, shares how he works closely with operations and the franchise owners to make great CX come to life.
Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting, Vice President of Customer Experience at TECO energy, shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry.
Todd Unger, Chief Experience Officer and SVP of Physician Engagement at the American Medical Association (AMA), shares how he transformed a 170-year-old company’s communication methods into the world of digital.
In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight, a customer success SaaS organization, you’ll hear how her background in strategy and management consulting, and investment banking, allowed her to thrive in her current position.
Horst Schulze knows a thing or two about creating excellent customer service and experience and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins.
Chelsie Rae Lee, SVP of Customer Strategy at SnackNation, talks to me about improving employee experience and creating a customer journey map to understand churn.