August 22, 2019

Are You Stepping Up to the Challenge? Prepare for Disruptions and Adapt to Consumer Behaviors

Technology ushers in disruptions across retail and other B2C service industries, but customer behavior is the actual impetus for these disruptions. We have to remember to always adapt to the changing nature of consumer behavior and provide value.


Best of the podcast 2018: Amanda Sachs
December 14, 2018

Best of the Podcast 2018: Implementing CX at a Global Organization with Amanda Sachs of Microsoft [PODCAST]

I’m closing out the year by replaying some of my most popular episodes from 2018. Today’s episode, which many of you seemed to enjoy, features Amanda Sachs, General Manager, Customer & Partner Experience at Microsoft. This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures.


3 Steps to Communicate Your CX Plan with Leaders, Stakeholders, and Outliers
September 27, 2018

3 Steps to Communicate Your CX Plan with Leaders, Stakeholders, and Outliers [PODCAST]

Lucy Norris, Chief Customer Success Officer, talks about how they define customer success and customer experience at Genesys and how she’s been leading the CX transformation in the organization.


How Has CX Evolved and How Should it Impact Your Company's Growth and Leadership?
August 3, 2018

How Has CX Evolved and How Should it Impact Your Company’s Growth and Leadership? [PODCAST]

Join a lively discussion about the evolution of both customer experience as a holistic experience and of the CXO and CCO roles over the past few decades with New York Times best-selling author Rob Markey. Additionally, I share 7 CX insights from this conversation that you can apply to your organization.


How to Unite Silos Across Multiple Government Agencies to Streamline a CX Transformation with William Chumley
July 26, 2018

How to Unite Silos Across Multiple Government Agencies to Streamline a CX Transformation [PODCAST]

William Chumley, the CCO for the Governor’s Office of Information Technology for the state of Colorado shares how he’s been uniting leaders, the C-Suite, and silos across 17 executive branch agencies, in efforts to improve IT functions and streamline CX for the agencies that serve Colorado’s citizens.