Build customer experience across the business
June 14, 2016

How Fidelity Embedded Customer Experience Across the Business, With Parrish Arturi [CB9] [PODCAST]

Parrish Arturi of Fidelity Investments joins me to discuss engaging middle management, embedding the right vocabulary with other executives, and understanding voice of the customer as you attempt to drive customer experience across the business as a revenue growth tool.


April 24, 2014

Creating the Chief Customer Officer Role

What’s your story for creating the Chief Customer Officer role in your organization? How do you execute the tasks to drive culture change and to do the customer experience work? What are your successes? What are your customer experience challenges? I want to know.


November 8, 2012

More Listening, Fewer Surveys Will Improve Your Experience!

Build a “Listening and Understanding Engine” so you can identify issues early and act without waiting for a survey result.

Many companies already have all the information they need from customers about what’s broken and what’s getting in the way of increasing repeat business. Every day multitudes of comments and feedback come in as a result of customers reaching out or at natural customer interaction points. Yet these opportunities to track “unaided feedback” volunteered by customers are not prioritized, trended or organized in a deliberate accountability cycle across the silos.