September 19, 2019

3 Steps to Building a New Patient Experience and Communication Framework [PODCAST]

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.

August 29, 2019

The State of Customer Experience: 3 Important Stats You Need to Know

I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. Download the report and find more great CX stats and insights.

August 22, 2019

Are You Stepping Up to the Challenge? Prepare for Disruptions and Adapt to Consumer Behaviors

Technology ushers in disruptions across retail and other B2C service industries, but customer behavior is the actual impetus for these disruptions. We have to remember to always adapt to the changing nature of consumer behavior and provide value.

Chelsie Rae Lee and Allison Pickens
June 28, 2019

4 Steps to Assessing the CX Work That Needs to Be Done at a Young Company [PODCAST]

As a CCO at a young company, how do you assess the work that needs to be done to begin the CX transformation? In this compilation episode, two CX leaders share some tactics and strategies that helped them lay the foundation.

June 26, 2019

Honor Your Customers: How to Build a Respect Delivery Machine

You’ve probably seen the Siegel + Gale study, which says we’re leaving a collective $86 billion on the table when we don’t take care of customers’ lives. Therefore it’s more critical than ever to honor customers’ time and get to know them. In this episode of “Daily Dose,” I explore these two critical steps every company must take.

Bob Thomas 158
June 20, 2019

Building Culture and Customer and Employee Experience at The YMCA [PODCAST]

We explore improving CX at a large-scale non-profit, specifically at the YMCA (the Y). I chat with Bob Thomas, the first chief experience officer at the Y, who serves the twin cities, the Greater Minneapolis St. Paul area.