I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend, a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.
I chat with Michael Bair, the Senior Director of Member Experience at Inspire, a clean energy tech start-up. We speak about implementing a CX plan from scratch.
I’m revisiting a conversation I had with Alan Dubovsky, a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Alan shared the unique situation that placed him in this position at Cedars-Sinai, his prior experience in the healthcare industry, and the extensive work he’s done to define his newly created role.
Today’s “Best of 2018” episode features Patricia Pedhom Nono, who was previously the general manager of customer service & customer experience at MTN Cameroon, one of the biggest telecommunications companies in Africa. Patricia shared a detailed account regarding how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.
One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact. Though not a CX book per se, it will definitely get you thinking about ways you can differentiate your brand and the experiences you provide to your customers.
I’m closing out the year by replaying some of my most popular episodes from 2018. Today’s episode, which many of you seemed to enjoy, features Amanda Sachs, General Manager, Customer & Partner Experience at Microsoft. This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures.
In this episode, I chat with Alvin Stokes, Senior VP of Customer Experience at Cable & Wireless Communications (C&W), and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets.
How do you make health care more personal and customer-focused? Antoinette Taranto, Chief Customer Officer at The Colorado Department of Health Care Policy and Financing shares some strategies and tactics employed to engage their members.
Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda, VP of Customer Experience and Loyalty. In today’s replay notes, we’re going to focus on Eric’s approach to employee experience at Hertz.
Samantha Paxson, VP and CXO at Co-op Financial shares how she’s used her communications and marketing background to unite leadership across silos.