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.
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.
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.
Does how your mom raised you guide how you lead? Does what you learned as a child—those behaviors—guide your gestures and your organization? Actions that align with purpose are the hallmarks of leaders who can move mountains. In this video, I share two case studies of companies that lead with purpose.
In this vlog, I outline 4 customer experience potholes to avoid, things that get in the way from leading a transformation and from making traction. Click through and fill out the form to get the full video of 10 potholes.
For CX Day, I interviewed Martin Hand, chief donor officer of St. Jude Children’s Research Hospital on going from for-profit to not-for-profit customer experience (donor experience) and how to support a culture of CX throughout the organization. See what he has to say in this short video.