In tribute to Diana Helfinstine, VP of Customer Experience at Essilor, we revisit this podcast episode in which Diana shared how she implemented customer experience strategies that fueled Essilor’s customer-driven growth, and created greater value for their customers and patients.
Don’t make a promise that you can’t deliver on. Organizations have to step up their game to keep up with the demand to provide a smooth customer experience that’s convenient, solves customer issues, and leaves them feeling satisfied.
How do you transform the culture of your company to benefit the lives of your customers? Implement a CX plan that’s customer rather than product-driven.
In this episode, Adriana Zeman, VP of Customer Success at Zaius shares her proven path for making CX a part of the business in a start-up operation. Adriana shares her month-to-month plan to implement a customer success journey that goes beyond the initial onboarding phase.
CCO Anahita Reilly discusses her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation.
In a six-year CCO run, what should you be trying to achieve each year?
A discussion on capabilities and quick wins.
Peloton is up to about 400,000 members in two-three years of selling bikes. How is that member experience scaling?
Replace the silos with the customer journey.
The Smithsonian is a series of 19 museums, all with different focal points. How do customers (guests) move through that experience seamlessly? Samir Bitar has been working on aspects of that question for a decade. I talk to him about guiding the work properly.