In this episode, Fernando Machado, Burger King’s Global Chief Marketing Officer, shares how he works closely with operations and the franchise owners to make great CX come to life.
Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting, Vice President of Customer Experience at TECO energy, shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry.
Todd Unger, Chief Experience Officer and SVP of Physician Engagement at the American Medical Association (AMA), shares how he transformed a 170-year-old company’s communication methods into the world of digital.
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.
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.
Chelsie Rae Lee, SVP of Customer Strategy at SnackNation, talks to me about improving employee experience and creating a customer journey map to understand churn.
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.
Discover a new framework that will kickstart and advance your work as a CX practitioner inside of your organization with insights from Harvard Business School professor and author, Thales Teixeira.
Rekha Weerasooriya, General Manager of Customer Experience Management and People Development at Dialog Axiata, the number one telecommunications provider in Sri Lanka, shares tactics regarding CX management and employee experience development.
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.