April 12, 2019

A 3-Stage Approach to Your Company’s New Customer Experience [PODCAST]

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting, Vice President of Customer Experience at TECO energy, shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry.


PROBLEM SOLVING AND CUSTOMER EXPERIENCE TRANSFORMATION IN THE AUSTRALIAN POSTAL SYSTEM WITH CCO CHRISTINE CORBETT
January 12, 2018

Problem Solving and Customer Experience Transformation in the Australian Postal System with CCO Christine Corbett [PODCAST]

How do you transform customer experience within the postal service – an industry that affects the whole nation? In this latest episode, I chat with CCO Christine Corbett about her CX Leadership role in Australia Post.


December 29, 2017

Best of the Podcast: The Process of CX Hiring and Transformation at Volkswagen Group Australia [PODCAST]

In this 2017 Best of the Podcast episode, I revisit my interview with Jason Bradshaw, CCO of Volkswagen Group Australia. We talk about how Jason transformed CX at VW Australia and the extensive hiring process he went through.


CX Transformation _ how CCO can thrive
February 11, 2016

How a CCO Thrives During CX Transformation

The role of the Chief Customer Officer is to work with leaders to provide proof that they are committed to CX transformation and improving customers’ lives. You must move beyond the customer manifesto and hep them translate commitment into actions that employees will feel proud to follow.