When you put customers in a hole, service-wise, do you dig them out? You should. In today’s video, I discuss the importance of making it simple and straight-forward for your customers to get the service they need.
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.
Rosalyn Curato, CCO of Alovue shares how her background in finance and education consulting contributes to success in her CCO role at a FinTech startup.
I chat with Michael Bair, the Senior Director of Member Experience at Inspire, a clean energy tech start-up. We speak about implementing a CX plan from scratch.
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.
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.
Anand Sampat, Head of CX for c2c, a public London commuter train service shares how he manages the customer experience for such a complex system.
Yellowfin CCO Lee Roquet shares how determining the power core at Yellowfin helped him understand the company’s culture, which laid the groundwork for his CX strategy.
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.
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.