I chat with Scott Campbell, the senior vice president, and chief client officer at American National, which offers personalized insurance coverage for life, business, and auto expenses. 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.
On a recent episode of my podcast, I talked to Lee Roquet of Yellowfin about the importance of the Power Core, and it’s such an important topic, I wanted to expand upon it in my vlog, and talk about why a lack of understanding of the Power Core may be what’s preventing you from getting traction.
In today’s video, I want to share with you a takeaway from my own experience as a CCO and coaching CCOs—on engaging the advocates in your organization, as well as the outliers.
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.
How do you present your company’s customer experiences without alienating your leadership team? How do you unite the people who created the experiences in the first place around transforming the lives of your customers? In today’s “Daily Dose…of Reality,” Jeanne covers the 3 actions to tell this story effectively.