How does a global consumer brand create value for its customers, consumers, and employees? In today's episode, we talk to[...]

Yamini Rangan, chief customer officer at Dropbox, offers strategies that she has employed within Dropbox, that keeps her leaders and C-Suite aligned to the same goals of customer-centricity.

Denis Drossart, global vice president of Culture & Experience at Selina, shares some tactics and strategies regarding how he's been able to shape the purpose and culture of this hospitality-disruptive brand.

In this episode, Aurelia Pollet, VP of CX at B2B2C company, Exemplis, tells us about the company's impressive culture, and how she's been supported in her role to lead the its CX into the future.

Eleanor O'Neil, CCO of Workshare, explains how she developed a customer forecasting system to improve customer success at her B2B company.

How does a logistics company shift its gears to become more customer-focused? Scott Allison, the Chief Customer Officer of DHL’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Rosalyn Curato, CCO of Alovue shares how her background in finance and education consulting contributes to success in her CCO role at a FinTech startup.

Jon Herstein, Chief Customer Officer at Box, talks about delivering value as a key point of customer success and delight. He also shares a framework of 6 areas of focus for his role as CCO.

In this episode, Fernando Machado, Burger King's Global Chief Marketing Officer, shares how he works closely with operations and the franchise owners to make great CX come to life.

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting, Vice President of Customer Experience at TECO energy, shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry.

Todd Unger, Chief Experience Officer and SVP of Physician Engagement at the American Medical Association (AMA), shares how he transformed a 170-year-old company’s communication methods into the world of digital.

In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight, a customer success SaaS organization, you’ll hear how her background in strategy and management consulting, and investment banking, allowed her to thrive in her current position.

Horst Schulze knows a thing or two about creating excellent customer service and experience and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins.

Chelsie Rae Lee, SVP of Customer Strategy at SnackNation, talks to me about improving employee experience and creating a customer journey map to understand churn.

Mark Bartlett, Chief Experience Officer at FPX, chats with me about the importance of developing your customer narrative and understanding their behaviors, so you can design products that they’ll get the most benefit out of.

Discover a new framework that will kickstart and advance your work as a CX practitioner inside of your organization with insights from Harvard Business School professor and author, Thales Teixeira.

Rekha Weerasooriya, General Manager of Customer Experience Management and People Development at Dialog Axiata, the number one telecommunications provider in Sri Lanka, shares tactics regarding CX management and employee experience development.

I chat with Scott Campbell, the senior vice president, and chief client officer at American National. Scott details how his marketing experience has been useful for him as a CX leader, allowing him to understand the importance of wrapping up the work and communicating it back to the organization.

The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you're really going to enjoy this conversation between myself and Ben Steele, Executive Vice President, and Chief Customer Officer at REI.

This conversation with Rhiannon Hoeweler, the Vice President of Visitor Experience, Strategy, and Fun at The Cincinnati Zoo and Botanical Garden reminds me that we can’t forget about the importance of the customer experience when it comes to cultural institutions. I hope you enjoy this episode, as Rhiannon and I chat about planning the zoo's visitor experience.

I explore the basics of establishing a core CX foundation for your organization with Darin Byrne, VP of Client Experience and Delivery at Wolters Kluwer.

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.

I chat with Michael Bair, the Senior Director of Member Experience at Inspire, a clean energy tech start-up. We speak about implementing a CX plan from scratch.

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.

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.

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.

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.

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.

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.

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.

Samantha Paxson, VP and CXO at Co-op Financial shares how she’s used her communications and marketing background to unite leadership across silos.

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.  

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In today’s podcast episode, I’m revisiting conversations with two previous guests, Mary Winfield, VP of Customer Experience and Trust at Lyft, and Carolyne Matseshe-Crawford, Head of Fan Experience at Fanatics. Both of these women place a strong value on employee experience, and you’ll hear some of their strategies regarding implementation tactics.

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. 

In this episode, two experienced C-Suite leaders share how they advanced the CX work within their organization by uniting the C-Suite and understanding their needs.

In this special video interview, I interview Jay Baer, Founder of Convince & Convert, and author of Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth. Jay shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking.

Two CX leaders in the airline industry share how they assessed the work that needed to be done in order to improve customer and employee relations within their first year on the job.

Lucy Norris, Chief Customer Success Officer, talks about how they define customer success and customer experience at Genesys and how she's been leading the CX transformation in the organization.

In today's episode, we revisit two conversations with CX leaders of global organizations about defining and operationalizing customer-obsession.

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.

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.

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.

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.

William Chumley, the CCO for the Governor’s Office of Information Technology for the state of Colorado shares how he’s been uniting leaders, the C-Suite, and silos across 17 executive branch agencies, in efforts to improve IT functions and streamline CX for the agencies that serve Colorado’s citizens.

In today’s lively chat with Sue Martin Homes, Global VP of Customer Service at Newegg, the leading tech-focused e-retailer in North America, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg.

How do you transform a bureaucracy that was generations in the making? In today’s episode, I speak with Greg Derwart, Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

In today’s episode, Parkland Hospital's CXO shares how he is managing the transformation of the culture and employee experience at Parkland to fundamentally improve the hospital’s customer experience

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda, VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.

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.

Fanatics is the world’s largest provider of officially licensed sports gear, and in this episode, Carolyne Matseshe-Crawford, Head of Fan Experience, speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans.

In this episode, Francis Cordón and I chat about the different tactics he has implemented during his 8 months as the first CCO at Rigor, a SaaS company, in order to improve customer relationships and facilitate customer-driven growth.

In this episode with Amy Shioji, Head of Customer Experience at USA Today Network, we talk about how she advocated for a more holistic view of CX and loyalty at a media company facing challenges from the disruptive nature of the industry.

Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? MTN Cameroon's first CCO, Patricia Pedhom Nono shares a detailed account of how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.

We've made it to 100 episodes! Woo-hoo! In today's episode, Amanda Sachs, General Manager, Customer & Partner Experience, at Microsoft chats with me about how she has engaged with the organization to translate CEO Satya Nadella’s mantra of “customer obsession” into its operating model, engineering and culture.

In this episode, I speak with Edwin Bodensiek, the CXO for Miles & Stockbridge P.C., a law firm in Baltimore Maryland. We discuss why and how this role can be embedded in a services firm, and the unique blend of branding and “CX” that Edwin brings to this role.

In this episode, I revisit conversations with two CX leaders in healthcare who share how their past helped them thrive in their current roles.

Today, we look at how two CX leaders prioritized the work that needed to be done when they first stepped into their roles as change agents within their organizations.

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.

On the podcast, we're revisiting some of the answers to the pay-it-forward question, "what do you know now that you wish you knew then?" which will be helpful to both current and aspiring CCOs.

I love asking my guests, "what do you know now that you wish you knew then?" This episode features a compilation of answers to the pay-it-forward question I ask in every episode, with tactical advice that you can apply today.

In this podcast episode, I talk to Charlotte Dunsterville, Chief Customer Officer of Sure International Telecom, about how she united the C-Suite and other departments to implement a customer experience program within the organization.

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.

Do you think about how you can create remarkable moments for your customers? Dan Heath and I talk about what a power moment is, the recipe for creating one, and how these experiences affect us in our personal and business lives.

Josh Ives, VP of Customer Experience Management and Strategy at Samsung Electronics America, talks to me about what customer experience leadership looks like in a large, multi-service organization like Samsung.

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.

Dr. Adrienne Boissy, Chief Experience Officer of Cleveland Clinic Health System, talks about the importance of putting patients first, and what it takes to sustain the philosophy, mindset, and operational priorities in healthcare customer experience.

Is your company customer obsessed? If not, it should be! Tamar Cohen, Head of US Customer Experience for Zoetis, a leader in animal health services, shares how she built the company's CX platform and organization from the ground up.

Translating customer experience lessons to consumer packaged goods experiences with VP of customer experience, Kathy Tobiasen.

How do you transform customer experience within the postal service - an industry that affects the whole nation? In this latest episode, I chat with CCO Christine Corbett about her CX Leadership role in Australia Post.

In this 2017 Best of the Podcast episode, I revisit my interview with Catherine Courage, the VP of Ads and Commerce User Experience at Google. Catherine shares practical and strategic advice about how she created the path of her CX leadership role at Google.

In this 2017 Best of the Podcast episode, I revisit my interview with Jason Bradshaw, CCO of Volkswagen Group Australia. We talk about how Jason transformed CX at VW Australia and the extensive hiring process he went through.

In this 2017 Best of the Podcast episode, I revisit my interview with Mary Winfield, the VP of Customer Experience and Trust at Lyft. Mary shares the leadership qualities that helped her advance the work in her position and how she defines the CX role in a mission-centered company.

How do you drive customer experience transformation in the highly regulated financial industry? In this episode, I talk to Isabella Lau, CCO of Manulife Hong Kong about the emerging expanded CMO/CCO role, and how operational and marketing leadership skills can help you succeed in this position.

Angie Hicks, Co-Founder of Angie’s List, shares how she built Angie’s List into the valuable service provider tool it is today, and how she transitioned her entrepreneurial and marketing experience into the CCO role she currently holds at ANGI Homeservices.

How do you transform the culture of your company to benefit the lives of your customers? Implement a CX plan that's customer rather than product-driven.

Have you ever thought about the end-to-end customer experience of a student in higher education? This episode addresses implementing a CX program and improving the UX to enhance the student journey in a for-profit education system.

In this episode, Adriana Zeman, VP of Customer Success at Zaius shares her proven path for making CX a part of the business in a start-up operation. Adriana shares her month-to-month plan to implement a customer success journey that goes beyond the initial onboarding phase. 

I chat with Ross Garretson, Vice President of Customer Experience at Hunter Douglas North America, about how he builds out both the B2B and B2C experience for the worldwide leader in custom window treatments and architectural products.

Episode Overview In today's show with Anne Witherspoon, we learn that sometimes implementing customer experience efforts has to start as a[...]

CCO Anahita Reilly discusses her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation.

How do you turn a long-standing product company into an experience company?

Learn about the seven work streams to focus on.

Should you stay or should you go?

What relationships do you need to build to rise up a CX chain?

In a six-year CCO run, what should you be trying to achieve each year?

How do you assess the CX work to be done in a massive organization?

The six areas of capability.

Exploring cross-functionality at Hallmark.

How a relationship with the rest of the C-Suite can drive business outcomes quickly.

A discussion on capabilities and quick wins.

Understanding the financial implications of an over-focus on customer acquisition at the expense of customer retention.

How can a first 12 months in a CCO role be most impactful?

The importance of honoring the past in your organization as you try to build out your future.

Interesting to see how other, more traditional department heads are now transitioning into CCO work.

Catherine, a VP in the Ad/Commerce space at Google, has held similar roles at Citrix and DocuSign. She brings a wealth of experience to this episode.

How do you engage your senior leadership team around the idea of CX linking back to financial growth?

Digital completely shifted retail, and experience replaced product. What does that mean for a CX leader, tho?

Lessons from designing the experience at places as varied as the Calgary Stampede and a radiology clinic.

Because of tech/data/change management, the role of CMO is changing a good deal. What does it look like now, and where's it headed?

Peloton is up to about 400,000 members in two-three years of selling bikes. How is that member experience scaling?

A three-stage process (repeated in perpetuity) to change how your customers experience your brand.

Horse racing actually can teach many B2B marketers, CCOs, and event planners a whole host of lessons.

Defend the customer, not the process.

Included: scaling customer experience from 17K customers to over 100K.

Identify "the big rocks."

A podcast to discuss where, and how, United moves on from their incident.

Anne Herman has a little over 2,000 people in her headcount space, across four continents. How does she manage that?

One of the original developers of Net Promoter Score joins the podcast.

What does the customer experience side of managing flight attendants look like?

A lot of people don't enjoy the airport experience, especially within business travel. How is one professional trying to make that better?

An interesting discussion on how a CCO role evolves across a half-decade.

How does one go from being a technical writer to being a CCO?

AARP has 38 million members. How do you engage them all as customers/stakeholders?

How do you make sure that trust is being retained within a hyper-growth, mission-centric business? Mary Winfield of Lyft comes on the podcast to tell us.

The media segment is beginning to embrace the CCO as a role, and now we get to speak with one!

Human Duct Tape Show podcast interview with Karen Quintos, the EVP and CCO of Dell Technologies.

Scott came to the CCO role from HR, which is different -- but actually makes a ton of logical sense.

I get a six-step plan to a customer-driven growth engine from the head of the process for Volkswagen Australia.

Tom Allin worked in the Veterans Affairs department (appointed by Obama, in fact) after a long career in the food industry, including being a Managing Director at McDonald's. How do all these experiences vary? How are they similar? An interesting discussion with an interesting man.

I did 32 episodes of the podcast we all launched this year (more to come). What have my guests taught me?

Included: a new way to think about net promoter score.

How to smash down silos and earn the right to business growth.

What should the first 40 months of CCO work look like -- and what roles best prepare you for it?

Donna Peeples was CCO at AIG (huge company) and now works at Pypestream (startup). Across two very different roles, what are the crucial components of customer-facing work?

"Should I stay or go," CCO-style.

Why Year 4 might be the make-or-break for some CCOs.

A very different kind of customer experience gets delivered in this episode.

When you have 40 million customers who all essentially became customers in an effort to improve their own lives, that's a big commitment. Here's how Brenda Wensil handles it.

The importance of priority and focus in directing CCO work, with a man who would know.

Hilton Worldwide has 300,000+ employees and dozens of executives. How does one unify that context for customer-driven growth?

A three-month roadmap to begin earning the right to do this work.

How to simplify a complicated business model with a 10-point plan.

Your job-evaluating, CCO-hopping guide to customer experience work.

How does the head of customer experience at McKesson Medical Imaging go about leading customer success in that business unit? And away we go!

Darryl has led CX at a variety of companies, and his advice is both hard-earned and, frankly, joyous. I'm excited for you all to hear this interview.

What are the challenges of customer experience work in a family-owned business? We discuss with Dave Nelson of Armstrong Relocation and Companies.

A former journalist becomes one of the primary CX leaders in the federal government. What did the transition and evolution look like?

One of the longest-tenured CCOs in the tech industry, who works for one of the biggest companies in said industry, joins me for an enlightening conversation.

Renee Cacchillo of Safelite talks to me about leadership accountability, using data properly, road mapping, and caring about your people.

General Motors is a massive company. Dave Mingle entered a major CX role there -- and the job title was brand-new. How did he work towards embedding customer experience around so many long-entrenched silos and pre-existing business ideas? That's what we discuss in Episode 13 of my podcast.

Anthem realized 70 percent of their future growth might come from customer choice and experience. That was a lot of money on the table. What did they do first?

One of the core leadership team from Zipcar, now at M. Gemi, Mottla runs down the biggest customer experience lessons for start-ups.

CCO work can be challenging in any context. What happens in a privately-held company, where one family may have owned it for decades and employees are used to one specific way of approaching customer experience?

Parrish Arturi of Fidelity Investments joins me to discuss engaging middle management, embedding the right vocabulary with other executives, and understanding voice of the customer as you attempt to drive customer experience across the business as a revenue growth tool.

Aisling Hassell, the global head of customer experience for Airbnb, joins me on the 8th episode of my podcast. We talk a lot about scaling -- both culture and customer experience -- as well as navigating one's career path.

I talk with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience.

How a high-powered marketer came to help revolutionize the library system of Ohio's capital.

A great conversation with Mark Ramsey of Audi on how to drive organic customer growth, how to build a CX team, how to manage both B2B and B2C commitments, and much more.

The Smithsonian is a series of 19 museums, all with different focal points. How do customers (guests) move through that experience seamlessly? Samir Bitar has been working on aspects of that question for a decade. I talk to him about guiding the work properly.

I speak with Scott Dille of Northern Trust on his unusually broad Customer Executive Leadership role, and his path for leading and experience transformation. We also discuss his innovative Northern Lab human-centered design experience, and how to gain traction with human voice of the client work.

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual, about her unusual path from Chief Financial Officer to Chief Customer Officer. We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work.

I speak to Martin Hand, who's currently CCO of St. Jude but previously held the same role at United Airlines. What's the difference between customer (or donor)-facing work in non-profit and for-profit? He explains. (Hint: It's not as big as we think.)

Jeanne appeared on the MarketingSmarts podcast in early April 2016 to discuss the value of building your business organically through customer experience. And she also reveals her soon-to-be-released podcast!