Jeanne Bliss Tom Allin
January 10, 2017

President Obama’s Chief Veterans Experience Officer, With Tom Allin – CB34 [PODCAST]

Tom Allin worked in the Veterans Affairs department (appointed by Obama, in fact) after a long career in the food industry, including being a Managing Director at McDonald’s. How do all these experiences vary? How are they similar? An interesting discussion with an interesting man.


May 31, 2016

The Value Of Building Bridges For Customer Experience, with Curtis Kopf [CB7] [PODCAST]

I talk with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience.


The Customer Journey Map image
June 10, 2014

CX Competency 2: Align Operations Around Experience

This is the platform work for a customer experience transformation journey. The significance of aligning the experience is huge. Not enough companies understand that this is the first “duct tape” exercise to get your organization moving together in one direction – and that’s to agree on the stages of your customer experience.