November 6, 2018

Introducing Anthropology & Ethnography to your Customer Room: An Inside Look with St. Jude Children’s Research Hospital

In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling. Applied anthropology and ethnography take these studies out of the realm of academia and into the world of business and organizations. In doing so, they can be incredibly valuable tools for organizations to understand their customer journeys.


September 11, 2018

The Critical Conversation You MUST Have When Developing Your Customer Journey Map

Do you define your journey based on customer needs or silo objectives? And how do you work with your leadership team to make sure they buy into your customer journey stages, so that you can work hand-in-hand to execute upon them. In today’s episode of “Jeanne Bliss’ Daily Dose…of Reality,” I explore.


September 4, 2018

Showcasing Advanced Customer Experience Leadership with Bob Buiaroski, SVP of CX at ManuLife [PODCAST]

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.


WHY YOU NEED TO USE YOUR CUSTOMER JOURNEY MAP AS A BUSINESS DECISION BLUEPRINT

My Rock, My Story: How Irvine Company Uses a Customer Room for Employee Engagement and Accountability

Defining the Chief Patient Experience Officer Role at Cedars-Sinai Hospital
March 1, 2018

Defining the Chief Patient Experience Officer Role at Cedars-Sinai Hospital [PODCAST]

How do you define patience experience in a hospital? Alan Dubovsky, Chief Patient Experience Officer at Cedars-Sinai, talks about how he defined his new role at the hospital and how he’s been able to lead a patient experience transformation.


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.


Remembering Diana Helfinstine and Her Commitment to Customer-Driven Growth at Essilor
February 8, 2018

Remembering Diana Helfinstine and Her Commitment to Customer-Driven Growth at Essilor [PODCAST]

In tribute to Diana Helfinstine, VP of Customer Experience at Essilor, we revisit this podcast episode in which Diana shared how she implemented customer experience strategies that fueled Essilor’s customer-driven growth, and created greater value for their customers and patients.


Your Live Chat Should Create Customer Convenience Not Dissatisfaction
January 26, 2018

Your Live Chat Should Create Customer Convenience Not Dissatisfaction

Don’t make a promise that you can’t deliver on. Organizations have to step up their game to keep up with the demand to provide a smooth customer experience that’s convenient, solves customer issues, and leaves them feeling satisfied.


Transform Your Company Culture from Product-Driven to Customer-Driven