May 31, 2018

CX Leadership in the International Gas and Energy B2B Industry with Antonio Susta [PODCAST]

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.


How Do You Prioritize the CX Work to Be Done in the First Year of the CCO Role?

CX Wisdom You Need to Know From 6 Leaders in B2B Organizations
March 28, 2018

CX Wisdom You Need to Know From 6 Leaders in B2B Organizations [PODCAST]

In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work.


7 Leaders in Finance and Tech Share What They Wish They Knew Before Embarking on Their CX Journey

March 16, 2018

Leadership Engagement: 8 Actions to Increase CCO Success

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. To help CEOs considering a CCO, I’ve outlined eight major actions that should be taken to ensure CCO success.


Improve Customer Experience in Healthcare: 4 Podcast Interviews
March 9, 2018

Improve Customer Experience in Healthcare: 4 Podcast Interviews

For those of you seeking to gain tips and insight on what CX in the healthcare industry looks like, here are a few podcast episodes you should listen to. If you don’t have the time to listen, read through the show notes, you’ll find actionable advice to help you make an impact for your organization.


8 Thought-Provoking Interview Questions Every Chief Customer Officer Candidate Should Ask
March 2, 2018

8 Thought-Provoking Interview Questions Every Chief Customer Officer Candidate Should Ask

Are you considering applying for the role of Chief Customer Officer (CCO)? Here are 8 thought-provoking interview questions you should review, along with a few other resources to help you prepare.


My Rock, My Story: Building a Customer Journey Map from Scratch at the Smithsonian
February 9, 2018

My Rock, My Story: Building a Customer Journey Map from Scratch at the Smithsonian

Samir Bitar, Director of the Office of Visitor Services at the Smithsonian Institution, shares how customer journey mapping helped clarify his role and how it was used to create a unified understanding of the visitor experience across the Smithsonian’s many museums and affiliates around the world.


LEADERSHIP AND CRAFTING THE CUSTOMER EXPERIENCE IN CONSUMER GOODS WITH KATHY TOBIASEN