By Seth Adler
Examining the relationship between the customer and your company.
Graham Russell joins us and shares the importance of understanding and implementing Data: "For those of us who have implemented ERPs for 20 years and more, data was usually the number one issue in doing that because as you move...
Nadia de Villa joins us and shares how financial service providers like Manulife have to adapt in an ever changing environment: "The way customers interact with a company has changed, and therefore, we need to be there and think differently...
Cindy Gallagher joins us and shares the importance of building personal time into your schedule: "I have surrounded myself with the right people who know how to handle situations. Not only that, but I set myself up properly as well...
Kamila Grembowicz joins us and shares her experience in implementing Global Business Strategy at Adidas: " I think every company has a different culture, a different structure, and then every GBS looks different. If you have a company where GBS...
Mohamed Saleh joins us and shares Hartford Healthcare's values in leadership communication and change management: "We've recognized that to improve patient experience, it requires to improve employee experience as well. And that requires the organization to feel respected and trusted."
Ravi Rao joins us and shares how automation can not hurt, but help business processes as well as it's employees: "We're trying to figure out ways that the things that don't really require humans, things that are just repetitive data...
"Every big company on the planet nowadays has an imperative at the board level to really reinvent itself, partly because the market's shifting faster than it's ever done in the past. I think intellectually and philosophically, leadership teams around the...
Mila, James, and Tula join and share their experience to help define beg data versus small data
Tula Heikenan joins us and shares how she and her team can implement data in her role at Telia: "We have a really important role in the customer interface to really help the rest of the company to understand how...
Maria Marino joins us and shared ideas of how private data access can be properly democratized: "A nonprofit to build a big public database of identity simply does not exist, other than the government perhaps. But, that's an equally fraught...
Beju Shah joins us and highlights the importance of managing and understanding data: "Data isn't strategic, it's important and because you need it to give you importance over time. If there are executives that are not putting the emphasis on...
Bob Kupershoek joins us and shares how NBC Universal is always looking to the future: "Innovation is actually going to be very important for us in the future and I think that technology, finance, IT is growing closer and closer...
Sebastian Zeiss joins us and shares the optimization of process being made at Deutsche Telekom: "If one of the field service agents needs technical information of a phone line. They would call the hotline and be like, I am at...
Deepak Subbarao joins us and shares the value of working smart and not hard: "If it doesn't add value to the business and if you don't get paid more, really there's no value by working more. So how can you...
Anil Bhavnani joins us and shares key point on digital integration: "Digital is different in a way that you're focusing more on how you can leverage technology. And it is the same in a way that ultimately you have to...
The Mayor of Vilnius Lithuania joins us and shares what makes a city attractive to prospective citizens: "Speaking about again the recipe of the successful cities, especially for young talents, again just to repeat, I think it has to be...
Einar Michaelson joins us and shares Santander's reasoning behind implementing RPA: "I think if we had all the time in the world, we would do full integrations, classical IT. And I think that's the kind of fantastic thing about RPA...
Chris Gilmore joins us and shares Infosys' approach to implementing new processes: "The movement from talk to actual implementation, there's a big, big gap. The gap exists because of some inherent challenges in the way AI is shaping up as...
Sai Ramasamy joins us and shares how implementing RPA has introduced improvements in other sectors of banking: "We share knowledge across multiple areas. So we've divided our center of excellence team into development bit, into the technology bit that we...
Kate Levchuk joins us and elaborates on trans-humanism and its implications in business: "Trans-humanism is the ideology that says that we as human beings, as human species, have the right and even the obligation to improve ourselves. With the help...
James Potter joins us and shares how implementing robotics influences the customer experience: "We wanted to do something which got those first few robots built in each department. Fund some ideas on the ground across the 29 Ministry of Departments...
Anders Emil Balk joins us and shares the integral relationship with IT when implementing robotics: "I can pursue that really long tail of very simple processes or tasks, because it's not processes really that we are automating. It's simple tasks....
Jamie campbell joins us and shares Bud's approach to communicating with the customer: "How do we kind of shorten the distance between you knowing that you wanted, to do something with your money and providing the financial product to get...
Beju Shah joins us and highlights the importance of managing and understanding data: "Data isn't strategic, it's important and because it's important you need toit to give you importance over time. If there are executives that are not putting the...
Our CX London Panel discusses CX improvements: "What we were seeing is we were so transaction based. Five years ago if you tried to pay your bill, you could either pay online today the amount you owed, or you could...
Ali Bouhouch joins us and shares the importance of colleagues understanding how to properly implement RPA: "They understand that technology is a key component of that equation and they understand that the end of the day that we can only...
Mia Jalava joins us and shares her reasoning for running a proof of concept for integrating AI systems: "There is lots of influence on the customer experience when you are selling things, when you're delivering things, and on the other...
Justin Reilly joins us and shares insight some on overcoming challenges in starting a company: "When you're starting companies you have the problem of, 'I don't have enough money to do this, so I need to focus on the most...
Pia Baker joins us and shares her approach to problem solving between the employee and the customer: "I find that a lot of times, people just need guidance. Just don't tell them that customers are unhappy. Tell them why and...
Niki Chambeau shares her approach to customer experience through predictive analysis. "I don't want to nudge my customers anywhere. I don't want my customers to even have to get into touch because in my ideal world, everything will be proactive...
Darya Williams shares TMobile's appraoch to encouraging frontline employees: "I would say what drives the people, what they're really hungry for, is they feel like it's the pay, they feel like it's the benefits, but that's not always true on...
Chitra Unnikrishna shows us Koodo's approach to customer satisfaction: "Reducing effort is the best indicator of loyalty. There are companies that think that they have to add in products and services and other things to drive loyalty or reduce prices;...
Greg Marion shares his approach to adding value to customer experience: "We know what the interaction points are, but do we really fully understand how we're going to be different and when? Not through the the minimal viable product or...
Laura Evans shares her how her experience brought her to her current position: "We always sort of keep the customer right at the very front of mind. There was a lot of looking at data and I guess with the...
"Without CX, our financial performance will never get to where we want it to be. We understand that customer needs change. If we don't keep up, we'll soon jeopardize our future success. We must understand how to make the customer...
Jason Liberman shares the importance of staying relevant and competent in the online payment space."I think it's encouraging that for companies to stay relevant right now, they need to be competitive, they need to be strategic, and they need to...
Alexis Smith on applying customer policy to the employee: "The reality is if you buy a beer and you hate it, not great, and I hope you don't buy one of our beers and hate it, but if you buy...
Circle K's Jorgen Lislerud joins us and shares: "All of us feel we are customer centric, but most of the people when I had the voting and people were submitting their question on the poll, I could see that everybody...
Peter Cszuczka joins us, giving insight on how to optimize productivity within: The talent we have, they are hungry for more and we can tackle that by having much more complex activities, automizing and outsourcing or offshoring, whatever can be...
Uber's Martin Rowlson joins us and shares that the region comprises 20% of the volume for the organization but 70% of the complexity. Based on the pace of change within the industry and the rate of growth at his organization,...
From Barclay's, Sebastian Antony joins us and shares his philosophy, "I mean we look at it from a customer lens to start with, the customers are at the heart of it, and we mean it. We mean it and we...
The Director of Spark (lean transformation and Sustainability at BBC, Adrian Ruth joins us to share that four years on the organization’s transformation program called Spark program is going strong. His remit is to ensure that the “phenomenal” and “very,...
Suzy Nixon joins us and shares what her role is really all about, "the idea is really to help people realize that they bring a lot of their own experiences and assumptions and bias to any customer experience and their...
On better customer experience through refining process and removing waste, David Gruber, "there's a tremendous focus on how to get cost out of the system. One of those costs are these negative processing, or the irritants that members are...
On how CX works at John Lewis, @CatDunkley explains she's on "a very small team within John Lewis called Customer Experience and Insight. Specifically in the design side of that. As a whole team, we are the guardians of the...
An interactive discussion of hospitality executives includes myriad pieces of advice: "One easy thing to do is stop calling it omnichannel, because that is from your perspective as opposed to the customer's perspective." "My main tip would be, be very...
The only woman to summit Mount Everest from both sides, Cathy O'Dowd joins us with her history and some life lessons for us. She was a "stubborn and adventurous kid" who stumbled into mountaineering through a content. In retrospect, everything...
Ken Goldman joins us a puts on a clinic for business, life, geopolitics and more. He discusses his time as CFO for Yahoo during the Marissa Mayer years. He shares his thoughts on why things were they way the were...
The Director of Contact Center for Global Services for Johnson & Johnson Katerina Vranovska joins us from Shared Services Eastern Europe in Budapest where she shares that her function was once internally facing and now she services external clients. Based...
Turk Telecom’s Ahmed Gul joins us and shares his experience with the 200 year old company. Ahmed and the team are trying to expand into other markets. To do so, they’re developing products and services that they’re using at first-...