Denis Drossart, global vice president of Culture & Experience at Selina, shares some tactics and strategies regarding how he’s been able to shape the purpose and culture of this hospitality-disruptive brand.
In this episode, Aurelia Pollet, VP of CX at B2B2C company, Exemplis, tells us about the company’s impressive culture, and how she’s been supported in her role to lead the its CX into the future.
Jon Herstein, Chief Customer Officer at Box, talks about delivering value as a key point of customer success and delight. He also shares a framework of 6 areas of focus for his role as CCO.
How do you transform a bureaucracy that was generations in the making? In today’s episode, I speak with Greg Derwart, Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.
Based on my experience as a CX practitioner, this is my response to a few key findings in Forrester’s report – “Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response”