In this episode, I share three critical elements of building a career path that leads to becoming a chief customer officer or chief experience officer. As this role becomes more widespread and relevant across industries, it’s important to understand how you can prepare yourself for this work.
Are you lacking headcount in your organization? If so, you’re not alone, and I want you to view this as a challenge and a test. You will need to establish, with tactics, what the work will be to garner headcount.
Lisa Allen, the first Chief Patient Experience Officer at Johns Hopkins Hospital shares how she combined her experience and knowledge in anthropology to change the way the organization addresses patient experience.
Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said, […]
This summer, I’m taking a bit of a break to prepare exciting new content for you, and in the meantime, […]
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.
On today’s Daily Dose, I want to talk to you about how to suss out potential roles/positions that comes across your desk. Here are 5 key steps to seeing if the job description and role is right for you and truly focused on transformation.
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.
Since I’ve received so many thoughtful comments and questions especially about the work of leading the experience practice in various organizations, I wanted to share a few of my favorite lessons that I’ve gleaned over the years.
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.