This summer, I’m taking a bit of a break to prepare exciting new content for you, and in the meantime, […]
Over the many years that I’ve spent doing customer experience work, every leader I’ve worked with has asked for explicit […]
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.
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”