Horst Schulze
March 21, 2019

3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze [PODCAST]

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.


March 8, 2019

How One B2B Software Company Shifted Its Mindset to Unlock Growth [PODCAST]

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.


January 4, 2019

Best of the Podcast 2018: Defining Patient and Customer Experience at Cedars-Sinai Hospital [PODCAST]

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.