Denis Drossart
May 31, 2019

3 Steps to Implementing a Stellar Customer Experience at a Startup [PODCAST]

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.


Episode 154 Aurelia Pollet
May 23, 2019

How Exemplis Commits to Company Culture and CX Improvement [PODCAST]

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 150
April 25, 2019

Make Customer Delight About Delivering Value with Jon Herstein of Box [PODCAST]

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.


Customer Experience Management in a State Government Agency
July 3, 2018

Improving Customer Experience Management in a State Government Agency [PODCAST]

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.


Develop and Commit to a Set of Core Values to Elevate Customer Experience
December 15, 2017

Develop and Commit to a Set of Core Values to Elevate Customer Experience

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”