Remembering Diana Helfinstine and Her Commitment to Customer-Driven Growth at Essilor
February 8, 2018

Remembering Diana Helfinstine and Her Commitment to Customer-Driven Growth at Essilor [PODCAST]

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.


Your Live Chat Should Create Customer Convenience Not Dissatisfaction
January 26, 2018

Your Live Chat Should Create Customer Convenience Not Dissatisfaction

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.


Transform Your Company Culture from Product-Driven to Customer-Driven

Human Duct Tape Show Episode 77 Adriana Zeman
November 14, 2017

Implement a Customer Experience Strategy at a Startup with VP of Customer Success, Adriana Zeman – CB77 [PODCAST]

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. 


Human Duct Tape Show Episode 74 with CCO Anahita Reilly of U.S. General Services Administration (GSA)

Visitor Journey Map
May 10, 2016

How the Smithsonian Built their Journey Map, with Samir Bitar – [CB4] [PODCAST]

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.