The Chief Customer Officer Human Duct Tape Show

The One Customer Experience Podcast 
You Can't Afford To Miss!

Real world, straight talk, and realistic ideas from Customer Experience Leaders around the world.

Available on

Get every new episode sent straight to your inbox + receive Jeanne's “Customer Centric Recipe Cards" as her gift to you!

Customer Centric Recipes
Check Out The Latest Episodes:
How to Execute a 90-Day Plan to Improve Customer Experience in a B2B2C Retail Organization
In this episode with Curt Balara, CCO of Bel Brands, we discuss customer experience for a retail, B2B2C company. We chat about how essential it is for the consumer packaged goods industry to become more customer-centric. One thing you'll definitely want to tune in for is Curt's advice on elevating your relationships with partners and approach to joint business planning.
Why Good Customer Experience Starts With Your Internal Culture
In this insightful episode, Leslie McNamara and I chat about team development and the importance of getting your house in order to bring the utmost value to your clients and partners.
3 Steps to Building a New Patient Experience and Communication Framework
Lisa Allen, the first Chief Patient Experience Officer at Johns Hopkins Hospital shares how she combined her experience and knowledge in anthropology to change the way the organization addresses patient experience.
3 Steps to Solidify Your CX Foundations at a Cultural Institution
The CCO of the Berkshire Museum chats with me about the strategies they developed to improve the CX, EX, and flow of the museum. This is a great conversation to listen to, whether you're in the museum/cultural institution world or business (both B2B and B2C).
4 Steps to Improve Customer Experience At Your SaaS Organization
Have you just become a C-Suite leader for your B2B organization’s customer experience? Or maybe you’re looking to elevate and[...]
Two CX Leaders Share Frameworks to Improve Customer-Centricity in Their Organization
As we continue to revisit conversations with CX leaders who were previously on the show, today we're going to explore[...]
7 Customer & Employee Experience Tactics to Implement at the Start
This summer, I’m taking a bit of a break to prepare exciting new content for you, and in the meantime,[...]
4 Steps to Assessing the CX Work That Needs to Be Done at a Young Company
As a CCO at a young company, how do you assess the work that needs to be done to begin the CX transformation? In this compilation episode, two CX leaders share some tactics and strategies that helped them lay the foundation.
Building Culture and Customer and Employee Experience at The YMCA
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 Johnson & Johnson Creates Value for Customers and Employees
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.
The Importance of Closing the Feedback Loop: A Discussion with Dropbox’s CCO
Yamini Rangan, chief customer officer at Dropbox, offers strategies that she has employed within Dropbox, that keeps her leaders and C-Suite aligned to the same goals of customer-centricity.
3 Steps to Implementing a Stellar Customer Experience at a Startup
Denis Drossart, global vice president of Culture & Experience at Selina, shares some tactics and strategies regarding how he's been able to shape the purpose and culture of this hospitality-disruptive brand.
How Exemplis Commits to Company Culture and CX Improvement
In this episode, Aurelia Pollet, VP of CX at B2B2C company, Exemplis, tells us about the company's impressive culture, and how she's been supported in her role to lead the its CX into the future.
How to Build Your Customer Success Forecasting System with Eleanor O’Neil
Eleanor O'Neil, CCO of Workshare, explains how she developed a customer forecasting system to improve customer success at her B2B company.
How DHL Became More Customer-Focused, with CCO Scott Allison
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.
Strategies for CCO Success in Startup Companies with Rosalyn Curato
Rosalyn Curato, CCO of Alovue shares how her background in finance and education consulting contributes to success in her CCO role at a FinTech startup.
Make Customer Delight About Delivering Value with Jon Herstein of Box
Jon Herstein, Chief Customer Officer at Box, talks about delivering value as a key point of customer success and delight. He also shares a framework of 6 areas of focus for his role as CCO.
How to Improve Customer Experience at a Fast Food Restaurant with Fernando Machado of Burger King
In this episode, Fernando Machado, Burger King's Global Chief Marketing Officer, shares how he works closely with operations and the franchise owners to make great CX come to life.
A 3-Stage Approach to Your Company’s New Customer Experience
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.
How A Legacy Organization Embraces Digital Media to Engage Audiences in a Meaningful Way
Todd Unger, Chief Experience Officer and SVP of Physician Engagement at the American Medical Association (AMA), shares how he transformed a 170-year-old company’s communication methods into the world of digital.
4 Tactics to Building and Managing Customer Success with Allison Pickens
In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight, a customer success SaaS organization, you’ll hear how her background in strategy and management consulting, and investment banking, allowed her to thrive in her current position.
3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze
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.
3 Steps to Mapping a Robust Customer Journey with Chelsie Rae Lee of SnackNation
Chelsie Rae Lee, SVP of Customer Strategy at SnackNation, talks to me about improving employee experience and creating a customer journey map to understand churn.
How One B2B Software Company Shifted Its Mindset to Unlock Growth
Mark Bartlett, Chief Experience Officer at FPX, chats with me about the importance of developing your customer narrative and understanding their behaviors, so you can design products that they’ll get the most benefit out of.
5 Key Actions to Help You Stay Ahead of Market Disruption As You Lead CX
Discover a new framework that will kickstart and advance your work as a CX practitioner inside of your organization with insights from Harvard Business School professor and author, Thales Teixeira.
3 Tactics to Transform CX and Employee Development From a Telecommunications Company
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.
How One Insurance Company Transformed its Customer Experience at the Enterprise Level
I chat with Scott Campbell, the senior vice president, and chief client officer at American National. Scott details how his marketing experience has been useful for him as a CX leader, allowing him to understand the importance of wrapping up the work and communicating it back to the organization.
Leading a Purpose-Driven Organization: Putting Customers and Members First at REI
The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you're really going to enjoy this conversation between myself and Ben Steele, Executive Vice President, and Chief Customer Officer at REI.
How the Cincinnati Zoo and Botanical Garden Approaches the Visitor Experience
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.
The Basics of Establishing and Operationalizing Your CX Foundation
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.
How to Connect Your Employees to Your Customers and Company Mission
I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend, a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.
How a Clean Energy Start-up Approaches Customer Experience
I chat with Michael Bair, the Senior Director of Member Experience at Inspire, a clean energy tech start-up. We speak about implementing a CX plan from scratch.
Best of the Podcast 2018: Defining Patient and Customer Experience at Cedars-Sinai Hospital
I'm revisiting a conversation I had with Alan Dubovsky, a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Alan shared the unique situation that placed him in this position at Cedars-Sinai, his prior experience in the healthcare industry, and the extensive work he's done to define his newly created role.
Best of the Podcast 2018: How A Telecommunications Organization Earned the Right to Customer Growth
Today’s "Best of 2018" episode features Patricia Pedhom Nono, who was previously the general manager of customer service & customer experience at MTN Cameroon, one of the biggest telecommunications companies in Africa. Patricia shared a detailed account regarding how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.
Best of the Podcast 2018: Build Power Moments in Your Customer Experience
One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact. Though not a CX book per se, it will definitely get you thinking about ways you can differentiate your brand and the experiences you provide to your customers.
Best of the Podcast 2018: Implementing CX at a Global Organization with Amanda Sachs of Microsoft
I’m closing out the year by replaying some of my most popular episodes from 2018. Today’s episode, which many of you seemed to enjoy, features Amanda Sachs, General Manager, Customer & Partner Experience at Microsoft. This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures.
Unite the Silos and Create an Internal Shared Vision When Implementing a CX Transformation
In this episode, I chat with Alvin Stokes, Senior VP of Customer Experience at Cable & Wireless Communications (C&W), and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets.
CCO Shares How to Create a Customer-First Health Care System by Directly Engaging Members
How do you make health care more personal and customer-focused? Antoinette Taranto, Chief Customer Officer at The Colorado Department of Health Care Policy and Financing shares some strategies and tactics employed to engage their members.
Best of the Podcast: Revamp Your Employee Experience By Rethinking Your Hiring Methods
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.
3 Ways to Convey CX Needs to Your Executive Leadership Team Using Research and Empathy
Samantha Paxson, VP and CXO at Co-op Financial shares how she’s used her communications and marketing background to unite leadership across silos.
Best of the Podcast: Improve Your Customers’ Lives By Stepping into Their Shoes
Do you put the needs of your customers first and focus on the value you provide them? We're replaying an episode that many of you enjoyed, featuring Francis Cordon, the first Chief Customer Officer at Rigor, a SaaS company. In this conversation, Francis and I chat about the importance of putting yourself in your customers' shows in order to earn your right to customer-driven growth.  
Implement These 5 Tactics to Improve Employee Experience
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.
How Two CX Leaders United Their Organizations Under Shared Value Systems to Transform Customer Experience
Expounding on my latest Daily Dose vlog, I'm revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. 
Advance your CX Work by Uniting the C-Suite in Their Commitment and Accountability
In this episode, two experienced C-Suite leaders share how they advanced the CX work within their organization by uniting the C-Suite and understanding their needs.
How to Build in Experiences That Will Earn Customers’ Raves: Introducing the “Talk Trigger” with Jay Baer
In this special video interview, I interview Jay Baer, Founder of Convince & Convert, and author of Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth. Jay shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking.
4 Strategies to Improve Customer Experience in the Airline Industry
Two CX leaders in the airline industry share how they assessed the work that needed to be done in order to improve customer and employee relations within their first year on the job.
3 Steps to Communicate Your CX Plan with Leaders, Stakeholders, and Outliers
Lucy Norris, Chief Customer Success Officer, talks about how they define customer success and customer experience at Genesys and how she's been leading the CX transformation in the organization.
How Do You Define and Operationalize Customer-Obsession? Two CX Leaders Share Their Experience and Tactics
In today's episode, we revisit two conversations with CX leaders of global organizations about defining and operationalizing customer-obsession.
How Two Leaders Use Customer Journey Mapping As a Tool to Unite Leadership and Address Customer Retention Concerns
In this episode, I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team.
Showcasing Advanced Customer Experience Leadership with Bob Buiaroski, SVP of CX at ManuLife
Bob Buiaroski, the SVP of Manulife, shares how he implemented changes to a CX structure that had been in place at the company but not fully developed. He helped Manulife go from ad hoc cx management to embedding it in the organization's culture.
How Electronic Arts Improves the Gamer Experience Through Team Empowerment and Journey Mapping
Gaming is a huge industry with a lot of devoted customers, which is why it was so interesting to speak with John Pompei, Head of Player Experience Operations Worldwide for Electronic Arts. John shares how he helped build the player journey and improve the overall experience for EA gamers.
5 Steps to CX Management in the Public Transportation Industry with Anand Sampat
Anand Sampat, Head of CX for c2c, a public London commuter train service shares how he manages the customer experience for such a complex system.
Why Determining Your Power Core Focuses Your Customer Experience Strategy
Yellowfin CCO Lee Roquet shares how determining the power core at Yellowfin helped him understand the company's culture, which laid the groundwork for his CX strategy.
4 Ways Building a ‘Customer Room’ Can Reshape Your Customer Experience
I chat with two CX leaders from PTC, a SaaS company, about defining customer success, and the value of designing customer room for enhancing employee and customer experience.
How Has CX Evolved and How Should it Impact Your Company’s Growth and Leadership?
Join a lively discussion about the evolution of both customer experience as a holistic experience and of the CXO and CCO roles over the past few decades with New York Times best-selling author Rob Markey. Additionally, I share 7 CX insights from this conversation that you can apply to your organization.
How to Unite Silos Across Multiple Government Agencies to Streamline a CX Transformation
William Chumley, the CCO for the Governor’s Office of Information Technology for the state of Colorado shares how he’s been uniting leaders, the C-Suite, and silos across 17 executive branch agencies, in efforts to improve IT functions and streamline CX for the agencies that serve Colorado’s citizens.
How to Lead CX Transformation in a Customer-Focused Tech Organization
In today’s lively chat with Sue Martin Homes, Global VP of Customer Service at Newegg, the leading tech-focused e-retailer in North America, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg.
Improving Customer Experience Management in a State Government Agency
How do you transform a bureaucracy that was generations in the making? In today’s episode, I speak with Greg Derwart, Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.
CXO Transforms Parkland Hospital Customer Experience Through Employee Experience
In today’s episode, Parkland Hospital's CXO shares how he is managing the transformation of the culture and employee experience at Parkland to fundamentally improve the hospital’s customer experience
How to Build the Employee Experience and Culture of Continuous Improvement with VP of CX & Loyalty at Hertz
How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda, VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.
CX Leadership in the International Gas and Energy B2B Industry with Antonio Susta
I speak with Antonio Susta, Head of Customer Experience and Customer Service at The Linde Group, a world leading supplier of industrial, processes and specialty gases. As a CX leader at Linde Group Italy, he has the support he needs to lead and implement a CX transformation, per the company's new focus.
Head of Fan Experience at Fanatics Shares Why Employee and Customer Experience Go Hand in Hand
Fanatics is the world’s largest provider of officially licensed sports gear, and in this episode, Carolyne Matseshe-Crawford, Head of Fan Experience, speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans.
Want to Improve Your Customer Relationships and Bottom Line? Put Yourself in Your Customers’ Shoes Says CCO at Rigor
In this episode, Francis Cordón and I chat about the different tactics he has implemented during his 8 months as the first CCO at Rigor, a SaaS company, in order to improve customer relationships and facilitate customer-driven growth.
Customer Experience Leadership in the Ever-changing Media Landscape with Amy Shioji of USA Today
In this episode with Amy Shioji, Head of Customer Experience at USA Today Network, we talk about how she advocated for a more holistic view of CX and loyalty at a media company facing challenges from the disruptive nature of the industry.
Earning the Right to Customer Experience Transformation at a Telecommunications Company
Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? MTN Cameroon's first CCO, Patricia Pedhom Nono shares a detailed account of how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.
Microsoft’s Path to Customer Obsession with Global General Manager of Customer & Partner Experience Amanda Sachs
We've made it to 100 episodes! Woo-hoo! In today's episode, Amanda Sachs, General Manager, Customer & Partner Experience, at Microsoft chats with me about how she has engaged with the organization to translate CEO Satya Nadella’s mantra of “customer obsession” into its operating model, engineering and culture.
Do Law Firms Need a Chief Experience Officer? Yes! A CXO at Miles & Stockbridge P.C. Explains Why
In this episode, I speak with Edwin Bodensiek, the CXO for Miles & Stockbridge P.C., a law firm in Baltimore Maryland. We discuss why and how this role can be embedded in a services firm, and the unique blend of branding and “CX” that Edwin brings to this role.
How to Leverage Your Past to Prepare You For a Customer Experience Role
In this episode, I revisit conversations with two CX leaders in healthcare who share how their past helped them thrive in their current roles.
How Do You Prioritize the CX Work to Be Done in the First Year of the CCO Role?
Today, we look at how two CX leaders prioritized the work that needed to be done when they first stepped into their roles as change agents within their organizations.
CX Wisdom You Need to Know From 6 Leaders in B2B Organizations
In today's podcast episode, you'll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work.
7 Leaders in Finance and Tech Share What They Wish They Knew Before Embarking on Their CX Journey
On the podcast, we're revisiting some of the answers to the pay-it-forward question, "what do you know now that you wish you knew then?" which will be helpful to both current and aspiring CCOs.
6 CCOs Share Lessons They’ve Learned During CX Their Journey
I love asking my guests, "what do you know now that you wish you knew then?" This episode features a compilation of answers to the pay-it-forward question I ask in every episode, with tactical advice that you can apply today.
How to Lead a Successful Customer Experience Transformation in the Telecom Industry
In this podcast episode, I talk to Charlotte Dunsterville, Chief Customer Officer of Sure International Telecom, about how she united the C-Suite and other departments to implement a customer experience program within the organization.
Defining the Chief Patient Experience Officer Role at Cedars-Sinai Hospital
How do you define patience experience in a hospital? Alan Dubovsky, Chief Patient Experience Officer at Cedars-Sinai, talks about how he defined his new role at the hospital and how he's been able to lead a patient experience transformation.
How to Create Power Moments That Rise Above The Rest with Dan Heath
Do you think about how you can create remarkable moments for your customers? Dan Heath and I talk about what a power moment is, the recipe for creating one, and how these experiences affect us in our personal and business lives.
How Leadership Impacts Customer Service and Experience at Samsung Electronics America
Josh Ives, VP of Customer Experience Management and Strategy at Samsung Electronics America, talks to me about what customer experience leadership looks like in a large, multi-service organization like Samsung.
Remembering Diana Helfinstine and Her Commitment to Customer-Driven Growth at Essilor
In tribute to Diana Helfinstine, VP of Customer Experience at Essilor, we revisit this podcast episode in which Diana shared how she implemented customer experience strategies that fueled Essilor's customer-driven growth, and created greater value for their customers and patients.
Pioneering Customer Experience in Healthcare at Cleveland Clinic
Dr. Adrienne Boissy, Chief Experience Officer of Cleveland Clinic Health System, talks about the importance of putting patients first, and what it takes to sustain the philosophy, mindset, and operational priorities in healthcare customer experience.
What’s the Key to a Strong CX Foundation? Be Obsessed with Your Customers
Is your company customer obsessed? If not, it should be! Tamar Cohen, Head of US Customer Experience for Zoetis, a leader in animal health services, shares how she built the company's CX platform and organization from the ground up.
Leadership and Crafting the Customer Experience in Consumer Goods with Kathy Tobiasen
Translating customer experience lessons to consumer packaged goods experiences with VP of customer experience, Kathy Tobiasen.
Problem Solving and Customer Experience Transformation in the Australian Postal System with CCO Christine Corbett
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.
Best of the Podcast: How to Create A Path for CX Leadership with Google’s VP of Ads and Commerce UX
In this 2017 Best of the Podcast episode, I revisit my interview with Catherine Courage, the VP of Ads and Commerce User Experience at Google. Catherine shares practical and strategic advice about how she created the path of her CX leadership role at Google.
Best of the Podcast: The Process of CX Hiring and Transformation at Volkswagen Group Australia
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.
Best of the Podcast: Defining the CX Role In A Mission-Focused Company with Lyft’s VP of Customer Experience and Trust
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.
How CMO Leadership is Expanding to Include Both Marketing and Customer Experience Transformation – CB81
How do you drive customer experience transformation in the highly regulated financial industry? In this episode, I talk to Isabella Lau, CCO of Manulife Hong Kong about the emerging expanded CMO/CCO role, and how operational and marketing leadership skills can help you succeed in this position.
How Angie’s List Co-Founder Became the Chief Customer Officer at ANGI Homeservices – CB80
Angie Hicks, Co-Founder of Angie’s List, shares how she built Angie’s List into the valuable service provider tool it is today, and how she transitioned her entrepreneurial and marketing experience into the CCO role she currently holds at ANGI Homeservices.
Transform Your B2B Company From A Product-Centric Culture to Customer-Centric Culture with Sami Nuwar – CB79
How do you transform the culture of your company to benefit the lives of your customers? Implement a CX plan that's customer rather than product-driven.
The Importance of Good Customer and User Experience in Higher Education with Marc Riesenberg – CB78
Have you ever thought about the end-to-end customer experience of a student in higher education? This episode addresses implementing a CX program and improving the UX to enhance the student journey in a for-profit education system.
Implement a Customer Experience Strategy at a Startup with VP of Customer Success, Adriana Zeman – CB77
In this episode, Adriana Zeman, VP of Customer Success at Zaius shares her proven path for making CX a part of the business in a start-up operation. Adriana shares her month-to-month plan to implement a customer success journey that goes beyond the initial onboarding phase. 
Hunter Douglas’ B2B and B2C Customer Experience Leadership with Ross Garretson – CB76
I chat with Ross Garretson, Vice President of Customer Experience at Hunter Douglas North America, about how he builds out both the B2B and B2C experience for the worldwide leader in custom window treatments and architectural products.
Growing a Grassroots Customer Experience Effort with EVP Anne Witherspoon – CB75
Episode Overview In today's show with Anne Witherspoon, we learn that sometimes implementing customer experience efforts has to start as a[...]
A Toolkit for Customer Experience Leadership in Government With CCO Anahita Reilly – CB74
CCO Anahita Reilly discusses her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation.
Comcast Customer Experience Improvement Plan, With Charlie Herrin – CB73
How do you turn a long-standing product company into an experience company?
The Lifecycle and Legacy of a Chief Customer Officer, with Stephen Ingledew – CB63
Understanding the financial implications of an over-focus on customer acquisition at the expense of customer retention.
Healthcare CX for over 13 million members, With Geeta Wilson – CB61
The importance of honoring the past in your organization as you try to build out your future.
From Chief Information Officer to Chief Customer Officer, With Brian Lillie – CB60
Interesting to see how other, more traditional department heads are now transitioning into CCO work.
Google’s Customer Experience Leadership, With Catherine Courage – CB59
Catherine, a VP in the Ad/Commerce space at Google, has held similar roles at Citrix and DocuSign. She brings a wealth of experience to this episode.
Award Winning CX Leadership in Banking, with Mark Slatin – CB58
How do you engage your senior leadership team around the idea of CX linking back to financial growth?
Customer Experience Leadership in Luxury Retail, with Alice Rackley – CB57
Digital completely shifted retail, and experience replaced product. What does that mean for a CX leader, tho?
Customer Experience Innovation in Healthcare, With Jackie McAtee – CB56
Lessons from designing the experience at places as varied as the Calgary Stampede and a radiology clinic.
Discussing the Hybrid CMO, With Drew Neisser – CB55
Because of tech/data/change management, the role of CMO is changing a good deal. What does it look like now, and where's it headed?
SVP Member Experience at Peloton, With Brad Olson – CB54
Peloton is up to about 400,000 members in two-three years of selling bikes. How is that member experience scaling?
Transforming CX in Financial Services, With Claudiu Coltea – CB53
A three-stage process (repeated in perpetuity) to change how your customers experience your brand.
Customer Experience Transformation to win “Sports Event of the Year”, With Lynn LaRocca – CB52
Horse racing actually can teach many B2B marketers, CCOs, and event planners a whole host of lessons.
A United Airlines Post Mortem Discussion, With Diane Magers – CB48
A podcast to discuss where, and how, United moves on from their incident.
Chief Customer Officer in Manufacturing & Distribution With Anne Herman – CB47
Anne Herman has a little over 2,000 people in her headcount space, across four continents. How does she manage that?
How NPS was pioneered at Intuit & Sprint, with Brian Andrews – CB46
One of the original developers of Net Promoter Score joins the podcast.
Vice President of Southwest Airlines Inflight Operations, with Sonya LaCore – CB45
What does the customer experience side of managing flight attendants look like?
Chief Customer Experience Officer – San Antonio International Airport, With Karen Ellis – CB44
A lot of people don't enjoy the airport experience, especially within business travel. How is one professional trying to make that better?
CX at the World’s Largest Manufacturer of Eyeglasses, With Diana Helfinstine – CB43
An interesting discussion on how a CCO role evolves across a half-decade.
Brainshark B-B Chief Customer Officer Diane Gordon – CB42
How does one go from being a technical writer to being a CCO?
Senior VP of AARP Customer Experience, With Jim Pendergast- CB41
AARP has 38 million members. How do you engage them all as customers/stakeholders?
Lyft’s VP of Customer Experience and TRUST, With Mary Winfield – CB40
How do you make sure that trust is being retained within a hyper-growth, mission-centric business? Mary Winfield of Lyft comes on the podcast to tell us.
The Chief Customer Officer Role in Media, With Robert Bridge of Telegraph Media Group – CB39
The media segment is beginning to embrace the CCO as a role, and now we get to speak with one!
Developing a New CCO Organization For Dell – During Their Merger With EMC, with Karen Quintos – CB37
Human Duct Tape Show podcast interview with Karen Quintos, the EVP and CCO of Dell Technologies.
A Conversation with the CCO of VMWare, Scott Bajtos – CB36
Scott came to the CCO role from HR, which is different -- but actually makes a ton of logical sense.
How Volkswagen is leading Customer Experience, With Jason Bradshaw – CB035
I get a six-step plan to a customer-driven growth engine from the head of the process for Volkswagen Australia.
President Obama’s Chief Veterans Experience Officer, With Tom Allin – CB34
Tom Allin worked in the Veterans Affairs department (appointed by Obama, in fact) after a long career in the food industry, including being a Managing Director at McDonald's. How do all these experiences vary? How are they similar? An interesting discussion with an interesting man.
2016 lessons from my customer experience podcast
I did 32 episodes of the podcast we all launched this year (more to come). What have my guests taught me?
Chief Customer Success & Happiness Officer, With Amy Downs – CB32
Included: a new way to think about net promoter score.
Blending Customer Success and Customer Experience, With Dayton Semerjian – CB31
How to smash down silos and earn the right to business growth.
Getting Your CCO Role Funded, With Camille Harrison – CB30
What should the first 40 months of CCO work look like -- and what roles best prepare you for it?
A 4-Step Plan For New Chief Customer Officers, With Donna Peeples – CB29
Donna Peeples was CCO at AIG (huge company) and now works at Pypestream (startup). Across two very different roles, what are the crucial components of customer-facing work?
New Leadership Role for Churches: The Pastor of Guest Experience, With Lee West [CB26]
A very different kind of customer experience gets delivered in this episode.
Helping 40 Million Students Repay Their Federal Student Loans, With Chief Customer Officer Brenda Wensil – CB25
When you have 40 million customers who all essentially became customers in an effort to improve their own lives, that's a big commitment. Here's how Brenda Wensil handles it.
The Entrepreneurial CCO, with Kevin Bury – CB24
The importance of priority and focus in directing CCO work, with a man who would know.
Chief Customer Officer Role in the Hospitality Industry, with Mark Weinstein – CB23
Hilton Worldwide has 300,000+ employees and dozens of executives. How does one unify that context for customer-driven growth?
First 90 Days of a Chief Customer Success Officer, with Duygu Cibik – CB22
A three-month roadmap to begin earning the right to do this work.
The payment engine in healthcare, with Jennifer LeMieux of Gaffey Healthcare — CB21
How to simplify a complicated business model with a 10-point plan.
Serial CCO Tips for How/Why to Take a CCO Role, With Tish Whitcraft – CB20
Your job-evaluating, CCO-hopping guide to customer experience work.
Leading Customer Success in a B2B Business, With Jose Vergara – CB019
How does the head of customer experience at McKesson Medical Imaging go about leading customer success in that business unit? And away we go!
Lessons From a Three Time Chief Customer Officer, with Darryl Speach – CB018
Darryl has led CX at a variety of companies, and his advice is both hard-earned and, frankly, joyous. I'm excited for you all to hear this interview.
Leading Customer Experience in a Family Owned Business, with Dave Nelson [CB17]
What are the challenges of customer experience work in a family-owned business? We discuss with Dave Nelson of Armstrong Relocation and Companies.
Customer Experience Leadership in Government, With Stephanie Thum [CB16]
A former journalist becomes one of the primary CX leaders in the federal government. What did the transition and evolution look like?
A Conversation about Oracle’s’ Chief Customer Officer Experience, With Jeb Dasteel – CB015
One of the longest-tenured CCOs in the tech industry, who works for one of the biggest companies in said industry, joins me for an enlightening conversation.
Leading Customer Experience in a Service Business, With Renee Cacchillo [CB014]
Renee Cacchillo of Safelite talks to me about leadership accountability, using data properly, road mapping, and caring about your people.
How General Motors is Embedding Customer Experience, with Dave Mingle [CB13]
General Motors is a massive company. Dave Mingle entered a major CX role there -- and the job title was brand-new. How did he work towards embedding customer experience around so many long-entrenched silos and pre-existing business ideas? That's what we discuss in Episode 13 of my podcast.
Customer Experience in Healthcare, With Natalie Schneider [CB12]
Anthem realized 70 percent of their future growth might come from customer choice and experience. That was a lot of money on the table. What did they do first?
Customer Experience Lessons for Start-Ups, With Lesley Mottla [CB11]
One of the core leadership team from Zipcar, now at M. Gemi, Mottla runs down the biggest customer experience lessons for start-ups.
Being CCO Of A Privately-Held Company, With Nick Frunzi [CB10]
CCO work can be challenging in any context. What happens in a privately-held company, where one family may have owned it for decades and employees are used to one specific way of approaching customer experience?
How Fidelity Embedded Customer Experience Across the Business, With Parrish Arturi [CB9]
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.
How Airbnb Scales Culture And Customer Experience, With Aisling Hassell [CB8]
Aisling Hassell, the global head of customer experience for Airbnb, joins me on the 8th episode of my podcast. We talk a lot about scaling -- both culture and customer experience -- as well as navigating one's career path.
The Value Of Building Bridges For Customer Experience, with Curtis Kopf [CB7]
I talk with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience.
Modernizing the Library Experience, With Alison Circle – [CB6]
How a high-powered marketer came to help revolutionize the library system of Ohio's capital.
The Audi CX Transformation, with Mark Ramsey – [CB5]
A great conversation with Mark Ramsey of Audi on how to drive organic customer growth, how to build a CX team, how to manage both B2B and B2C commitments, and much more.
How the Smithsonian Built their Journey Map, with Samir Bitar – [CB4]
The Smithsonian is a series of 19 museums, all with different focal points. How do customers (guests) move through that experience seamlessly? Samir Bitar has been working on aspects of that question for a decade. I talk to him about guiding the work properly.
Human-Centered Design at Northern Trust, With Scott Dille – [CB3]
I speak with Scott Dille of Northern Trust on his unusually broad Customer Executive Leadership role, and his path for leading and experience transformation. We also discuss his innovative Northern Lab human-centered design experience, and how to gain traction with human voice of the client work.
How Liberty Mutual Engaged the C-Suite & Built their Customer Room, With Margie Dillon – [CB2]
In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual, about her unusual path from Chief Financial Officer to Chief Customer Officer. We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work.
How St. Jude Honors Donors as Assets, With Martin Hand – [CB1]
I speak to Martin Hand, who's currently CCO of St. Jude but previously held the same role at United Airlines. What's the difference between customer (or donor)-facing work in non-profit and for-profit? He explains. (Hint: It's not as big as we think.)
Marketing Smarts: Is your company committed to customer experience? [Podcast]
Jeanne appeared on the MarketingSmarts podcast in early April 2016 to discuss the value of building your business organically through customer experience. And she also reveals her soon-to-be-released podcast!

Column 1

About Jeanne

Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer.

A consultant and thought leader, Jeanne Bliss guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

Read More About Jeanne Bliss ›

About This Podcast

Chief Customer Officer: Human Duct Tape of the Organization

Jeanne Bliss, five time Chief Customer Officer and author of “Chief Customer Officer 2.0” is joined by CCOs around the world as they share how they gain traction in transforming their business, leaders and operations.

Join us to learn the leadership practices from C-Level Customer Experience executives at Airbnb, Walgreens, Audi, Premera, The Smithsonian Institute, Barney’s New York, and Adobe among others. They will fearlessly share with you what works...and what doesn’t work as we debunk this role, why it’s not about ”Kumbaya", but rather how the Chief Customer Officer is acting as the human duct tape of the organization - uniting companies to earn the right to customer-driven growth.

Credits: Podcast Production & Content Strategy by Media Volery