DEFINING THE CX ROLE IN A MISSION-FOCUSED COMPANY WITH LYFT’S VP OF CUSTOMER EXPERIENCE AND TRUST
December 19, 2017

Best of the Podcast: Defining the CX Role In A Mission-Focused Company with Lyft’s VP of Customer Experience and Trust [PODCAST]

In this 2017 Best of the Podcast episode, I revisit my interview with Mary Winfield, the VP of Customer Experience and Trust at Lyft. Mary shares the leadership qualities that helped her advance the work in her position and how she defines the CX role in a mission-centered company.


Develop and Commit to a Set of Core Values to Elevate Customer Experience
December 15, 2017

Develop and Commit to a Set of Core Values to Elevate Customer Experience

Based on my experience as a CX practitioner, this is my response to a few key findings in Forrester’s report – “Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response”