In this episode, I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team.
Bob Buiaroski, the SVP of Manulife, shares how he implemented changes to a CX structure that had been in place at the company but not fully developed. He helped Manulife go from ad hoc cx management to embedding it in the organization’s culture.
Gaming is a huge industry with a lot of devoted customers, which is why it was so interesting to speak with John Pompei, Head of Player Experience Operations Worldwide for Electronic Arts. John shares how he helped build the player journey and improve the overall experience for EA gamers.
Learn why should you should be using the customer journey map to assess customer loss and growth, hold leaders accountable, and connect silos to unite the organization.
Anand Sampat, Head of CX for c2c, a public London commuter train service shares how he manages the customer experience for such a complex system.
I’ve put together a set of 11 tactical statements to help you assess whether your company needs a chief customer officer to advance customer-driven work.
Yellowfin CCO Lee Roquet shares how determining the power core at Yellowfin helped him understand the company’s culture, which laid the groundwork for his CX strategy.
Three reasons why a customer room has a positive CX impact on Irvine Company, and a free downloadable Customer Room Manifesto to help you build one in your organization.
I chat with two CX leaders from PTC, a SaaS company, about defining customer success, and the value of designing customer room for enhancing employee and customer experience.
Join a lively discussion about the evolution of both customer experience as a holistic experience and of the CXO and CCO roles over the past few decades with New York Times best-selling author Rob Markey. Additionally, I share 7 CX insights from this conversation that you can apply to your organization.