February 14, 2019

How One Insurance Company Transformed its Customer Experience at the Enterprise Level [PODCAST]

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.


February 1, 2019

How the Cincinnati Zoo and Botanical Garden Approaches the Visitor Experience [PODCAST]

This conversation with Rhiannon Hoeweler, the Vice President of Visitor Experience, Strategy, and Fun at The Cincinnati Zoo and Botanical Garden reminds me that we can’t forget about the importance of the customer experience when it comes to cultural institutions. I hope you enjoy this episode, as Rhiannon and I chat about planning the zoo’s visitor experience.


January 17, 2019

How to Connect Your Employees to Your Customers and Company Mission [PODCAST]

I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend, a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.


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.


Best of the Podcast 2018: How A Telecommunications Organization Earned the Right to Customer Growth
December 28, 2018

Best of the Podcast 2018: How A Telecommunications Organization Earned the Right to Customer Growth [PODCAST]

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.


Best of the Podcast 2018: Build Power Moments in Your Customer Experience
December 20, 2018

Best of the Podcast 2018: Build Power Moments in Your Customer Experience [PODCAST]

One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact. Though not a CX book per se, it will definitely get you thinking about ways you can differentiate your brand and the experiences you provide to your customers.


Best of the podcast 2018: Amanda Sachs
December 14, 2018

Best of the Podcast 2018: Implementing CX at a Global Organization with Amanda Sachs of Microsoft [PODCAST]

I’m closing out the year by replaying some of my most popular episodes from 2018. Today’s episode, which many of you seemed to enjoy, features Amanda Sachs, General Manager, Customer & Partner Experience at Microsoft. This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures.