We explore improving CX at a large-scale non-profit, specifically at the YMCA (the Y). I chat with Bob Thomas, the first chief experience officer at the Y, who serves the twin cities, the Greater Minneapolis St. Paul area.
How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg, the first global chief customer officer at Johnson & Johnson.
In our lives as customers, we find hope, encouragement, and joy in companies who act with “congruence of heart and habit” – taking actions at work grounded in what they learned at home. In today’s Daily Dose, I want to share a story with you that helps illustrate what wonderful things can happen when companies empower and encourage their employees to act with this concept in mind.
How does a logistics company shift its gears to become more customer-focused? Scott Allison, the Chief Customer Officer of DHL’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.
Horst Schulze knows a thing or two about creating excellent customer service and experience and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins.
Rekha Weerasooriya, General Manager of Customer Experience Management and People Development at Dialog Axiata, the number one telecommunications provider in Sri Lanka, shares tactics regarding CX management and employee experience development.
This conversation with Rhiannon Hoeweler, the Vice President of Visitor Experience, Strategy, and Fun at The Cincinnati Zoo and Botanical Garden reminds me that we can’t forget about the importance of the customer experience when it comes to cultural institutions. I hope you enjoy this episode, as Rhiannon and I chat about planning the zoo’s visitor experience.
I explore the basics of establishing a core CX foundation for your organization with Darin Byrne, VP of Client Experience and Delivery at Wolters Kluwer.
Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda, VP of Customer Experience and Loyalty. In today’s replay notes, we’re going to focus on Eric’s approach to employee experience at Hertz.
As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In today’s podcast episode, I’m revisiting conversations with two previous guests, Mary Winfield, VP of Customer Experience and Trust at Lyft, and Carolyne Matseshe-Crawford, Head of Fan Experience at Fanatics. Both of these women place a strong value on employee experience, and you’ll hear some of their strategies regarding implementation tactics.