June 6, 2019

The Importance of Closing the Feedback Loop: A Discussion with Dropbox’s CCO [PODCAST]

Yamini Rangan, chief customer officer at Dropbox, offers strategies that she has employed within Dropbox, that keeps her leaders and C-Suite aligned to the same goals of customer-centricity.

February 21, 2019

3 Tactics to Transform CX and Employee Development From a Telecommunications Company [PODCAST]

Rekha Weerasooriya, General Manager of Customer Experience Management and People Development at Dialog Axiata, the number one telecommunications provider in Sri Lanka, shares tactics regarding CX management and employee experience development.

November 6, 2018

Introducing Anthropology & Ethnography to your Customer Room: An Inside Look with St. Jude Children’s Research Hospital

In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling. Applied anthropology and ethnography take these studies out of the realm of academia and into the world of business and organizations. In doing so, they can be incredibly valuable tools for organizations to understand their customer journeys.

8 Steps to Help De-clutter and Re-think Your Customer Listening
April 27, 2018

8 Steps to Help De-clutter and Re-think Your Customer Listening

Spring is finally here and that means time to clean and de-clutter! I’ve put together 8 actions that I use with my clients to clarify what a one-company listening path should look like, and how you can efficiently use the information gathered from customer listening, to avoid more clutter in the future.

December 5, 2017

How Angie’s List Co-Founder Became the Chief Customer Officer at ANGI Homeservices – CB80 [PODCAST]

Angie Hicks, Co-Founder of Angie’s List, shares how she built Angie’s List into the valuable service provider tool it is today, and how she transitioned her entrepreneurial and marketing experience into the CCO role she currently holds at ANGI Homeservices.

How to Improve Listening Skills for Customer Growth
April 27, 2016

How to improve listening skills for customer growth

How to improve your listening skills — among leadership, towards employees, and from customers — is a crucial skill set if you want to grow your business through customer experience. How do you maximize it, though?