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 27, 2018

Respect Your Customers with a United “You Know Me” Experience

Why is delivering a one company and united “you know me” experience across our organization, a sign of respect and appreciation that we must show our customers? And yet, some companies are still asking their customer to re-tell their story to each person or with every interaction. In this Daily Dose video, I explore what companies can do to engage their customers.

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

November 13, 2018

Allow for Human Error: Design in Empathy & Care

In this episode of Jeanne Bliss’ Daily Dose…of Reality, we discuss organizations that design with human error in mind, build in grace, and operationalize practices that allow their team to act like humans and take care of their customers.

Best of the Podcast: Improve Your Customers' Lives by Stepping into Their Shoes
November 8, 2018

Best of the Podcast: Improve Your Customers’ Lives By Stepping into Their Shoes [PODCAST]

Do you put the needs of your customers first and focus on the value you provide them? We’re replaying an episode that many of you enjoyed, featuring Francis Cordon, the first Chief Customer Officer at Rigor, a SaaS company. In this conversation, Francis and I chat about the importance of putting yourself in your customers’ shows in order to earn your right to customer-driven growth.  

How Two CX Leaders United Their Organizations Under Shared Value Systems to Transform Customer Experience
October 25, 2018

How Two CX Leaders United Their Organizations Under Shared Value Systems to Transform Customer Experience [PODCAST]

Expounding on my latest Daily Dose vlog, I’m revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. 

Advance your CX Work by Uniting the C-Suite in Their Commitment and Accountability

Take Action with These 3 Steps to Help Your Customers Achieve Their Goals