January 17, 2019

How to Connect Your Employees to Your Customers and Company Mission [PODCAST]

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.

January 4, 2019

Best of the Podcast 2018: Defining Patient and Customer Experience at Cedars-Sinai Hospital [PODCAST]

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.

Best of the Podcast 2018: How A Telecommunications Organization Earned the Right to Customer Growth
December 28, 2018

Best of the Podcast 2018: How A Telecommunications Organization Earned the Right to Customer Growth [PODCAST]

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.

Best of the Podcast 2018: Build Power Moments in Your Customer Experience
December 20, 2018

Best of the Podcast 2018: Build Power Moments in Your Customer Experience [PODCAST]

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.

Best of the podcast 2018: Amanda Sachs
December 14, 2018

Best of the Podcast 2018: Implementing CX at a Global Organization with Amanda Sachs of Microsoft [PODCAST]

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.

December 6, 2018

Unite the Silos and Create an Internal Shared Vision When Implementing a CX Transformation [PODCAST]

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.

November 29, 2018

CCO Shares How to Create a Customer-First Health Care System by Directly Engaging Members [PODCAST]

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.

November 23, 2018

Best of the Podcast: Revamp Your Employee Experience By Rethinking Your Hiring Methods [PODCAST]

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.

3 Ways to Convey CX Needs to Your Executive Leadership Team Using Research and Empathy