By Seth Adler
Examining the relationship between the customer and your company.
From RBS, Nick Muir joins us and shares that it’s not the data that matters, it’s how you use it. He notes that the organization must find customer data wherever it is in the enterprise as there’s no point in...
Lufthansa Director of Customer Services Product Development Martin Sassenfeld join us and shares that "There was a big battle between sales and service and who can do the first-use cases, IT, business, etc.” He continues that customer service won the internal...
The CEO of HomeServe Membership, Greg Reed joins us and shares that the key to his business is an engaged staff. He’s happy to hear when his organization goes above and beyond and does "a little more than they’re supposed...
General Manager for Customer Service Operations in Strategy with Arizona Public Service, Hui Wu Curtis joins us and shares her shift from hospitality to energy was actually seamless in that the organization knew it was time to focus on CX....
On a life history in luxury retail, Peter Garcia joins us and shares his initial attraction was actual interaction with the client. Following in-store and design successes, Peter experienced training which provided him "a ladder with rungs to go from...
Susie Deveault joins us from the Chief Customer Officer Exchange where she focuses on every specific aspect of the customer experience and every deliverable of the product. She discusses how and why people travel. She understands that to travel with...
Mark Beaumont, record-breaking cyclist who peddled his way around the world in less than 80 days joins us to discuss perseverance- among other things. He notes in passing, early on in the conversation that he had broken bones for most...
Sue Martin joins us from the Chief Customer Officer Exchange to share that her core customers just love the brand and the brand loves them back. She shares that at a trade show, those core customers will flock to the...
Recorded live at CCW in Austin, Cheryl China returns to discuss building your personal brand which begins with listening. Whether it's your boss, your direct reports or your colleagues- always be present. She take us through starting at the bank...
Angela Hunter joins us and shares that "being more customer centric means you need to be able to map customer journeys, being more customer centric means you need to implement new measurement systems and not just focus on an annual...
From UBS Wealth Management, Ketan Samani joins us and shares his thoughts on digitalization, "There are two things, I think when I look at digitalization and the ecosystem that is developing, from a consumers prospective, they're looking that do organization...
DBS Bank’s Managing Director, Head of Customer Experience Raju Nair joins us and shares that everything changed with the new CEO. "When he stated our new aspiration then was to become the bank of choice, initially. And he then said, 'Okay,...
You probably have never, ever wondered how running a post acute medicare care network is similar to running a casino, but Jim White’s done just that. He shares how he built up a keen understanding of the customer experience in...
The VP and MD of International Markets for Harley Davidson, Marc McAllister joins us and shares that he’s responsible for a good portion of the globe. Recorded at CEM Asia in Singapore where Marc is based, he shares that the...
The Senior Director of Operational Excellence and Six Sigma- US & Canada for Marriott Hotels, Sally Toister joins us from the OPEX Summit in San Diego where she shares that the organizations entire business is around customer experience. Her background...
Citi’s Director of Customer Listening and Engagement, Michelle Brigman joins us from CCW where she shares that we all know that we need to listen to the voice of the customer to understand that we’re bringing the right solutions to...
Chris Dotson joins us and shares that he leads the operations enablement group which is comprised of the training, quality, process, risk and change management teams that surround the customer contact center. Chris and his team have to make sure that they’re...
The Chief Customer Experience Officer for AIA Malaysia, Troy Barnes joins us and shares that he tries to keep it as simple as possible. He see’s his position as ultimately him being personally accountable for the experiences the organization creates...
Dominic Hoffmann, the Chief Customer Experience Officer of Lazada Malasia of the Lazada Group of the Alibaba Group joins us and shares that NPS might not be the definition of success as it’s currently widely understood. That said, Dominic does...
Hope is not a strategy. So says Wells Fargo’s SVP National Client Service, Heather Magaha who joins us from CCW and further shares that you’ve got to have a plan but at least try something. You can’t sit in status...
The CMO of IHH Healthcare/Parkway Pantai, Alvin Neo joins us from CEM Asia in Singapore where he shares his organization is the second largest private hospital operator in the world by market capitalization. They service the middle class and above-...
The h after the t in Thom of Thom Hacker is no accident. It’s been placed there after years of progression. Thom is responsible for supporting the online environment through his customer contact center. Any online purchase or order questions...
Recorded in advance of Customer Experience Management Asia, Miao Song joins us to share her thoughts on the digital transformation journey. There are two perspectives on which to focus- the external perspective- how is the organization connecting with customers in...
The Senior Vice President of Global Merchant Support at Visa, Jeff Allison joins us from CCW Fall and shares that he came to Visa through the acquisition of Cybersource. Visa, Jeff notes is a surprisingly small company which leads one...
Senior Director of Global E-Commerce for Mondelez, Ganesh Kashyap joins us from Customer Experience Management Asia where he shares that in order to understand where consumers are going and be there in an appropriate way, you need to understand where...
Electronic Arts’ Head of Player Experience Operations, John Pompei joins us from CCW Fall and shares that the EA player is pretty broad and pretty diverse. John’s 24 year old son is considered a player but his 81 year old...
Peter Paluzzi joins us explaining that the bond between his brand and customer was forged by Hamilton Carhartt supplying the need of the railroad worker. Peter is a self described manufacturing guy who’s had experience on the plant floor all...
Bill Ashton joins us and lets us know that Jessica Alba in fact does come into the office every day. He explains that she is the ‘why’ person. He on the other hand is the ‘how' person. The Honest company...
Mark Buchanan joins us and shares that on his most recent journey- he and his team have collaborated with more than 10K globally distributed people in all kinds of different fields. There are more than 8K product skews meaning there’s...
Global Service Leader for Dunn & Bradstreet, Brad Nichols joins us live from CCW Fall where he shares some background on an automation solution search from a past position. He explains that while it’s important to look for solutions for...
Vice President Customer Assurance for Comcast Dana Wilson joins us and shares that very early on in her life she had a love of math science and engineering. She went to Drexel University and majored in chemical engineering. She graduated...
Recorded at CCW, Jon Robertson joins us and shares that along the way, he woke up one morning and was experiencing numbness from the waste down. After many tests and MRI’s, doctors prognosticated that he might have MS. Now that...
VP, Marketing & Strategy, Asia & Oceania for Japan Airlines Akira Mitsumasu joins us from Customer Experience Management Asia in Singapore where he shares that as a kid he knew that he wanted to exhibit the traits he respected in...
Head of Customer & Digital Experience, APAC & EMEA for Citi, Niamh Byrne joins us from Customer Experience Management Summit Asia where she discusses covering 17 countries in Asia and Europe. She notes that she’ll often talk to New York HQ...
Recorded at CCW, Deb Alvord joins us and shares that her career began on the floor as an agent with American Airlines working her way up to Training then Quality to a Supervisor role…and then to a Supervisory role over...
Recorded at the OPEX Summit in San Diego, The Senior Director of Operational Excellence in Global Shared Services, Ted Revilock joins us and shares that whenever you initiate a operational excellence program, it’s very important that people believe that it’s...
Suzanne Henricksen joins us and shares that although she’s been on the west coast for quite some time, she’s an east coaster at heart. Early on in her career she focused on earning respect through actions. After an early job...
Theo Rose joins us and shares his thought that the rhetoric around the retail apocalypse is overblown. Rather than having a sense of doom and gloom he’s leaning in to this time of massive transformation. Recorded at OPEX Summit in...
Peter Guber joins us and shares his experience being a film producer with the credits of Rainman, Batman, Five Easy Pieces, Easy Rider & Midnight Express among many others...as well as a professional sports team owner of the Golden State...
Recorded at CCW, Jason Daniels joins us and shares his experience in dealing in emergency situations from his background in the military to medical clinics in Canada to International SOS to his current position at AXA Assistance. On being on the...
Recorded at CCW Cheryl China joins us and reviews her 19 year history at Citizens Bank. She still to this day makes it a point every single day to walk out onto the floor of the contact center with a...
Eytan Bensoussan joins us and shares his thoughts on customer experience from a fintech perspective. His thoughts are if you’re creating a new option, the role of the bank should be different. And so in servicing small business owners, Eytan’s...
Rod Johnson joins us and shares that he runs service operations for Farmer’s Insurance. He says that he’s responsible for service related to customers interaction with agents in person on the phones and digitally. The technology that Rod and his...
Celebrated Author, Paco Underhill joins us to share that when he was doing research for commercial zoning issues for cities on the roof of the SeaFirst Bank building in Seattle he had an epiphany. He would do for merchants of any...
Recorded at CX Exchange for Retail, Antonio Zaccheo joins us and discusses his early days in Naples and his foray into the military as a young man. In the military his leaders taught him to be a better person. Each...
On his way to Keynote CEM Asia 2017, Frank Eliason joins us state side and takes us through his thinking about how global society is behaving currently and what that means for customer experience. As he says, he’s been watching...
Made possible by Microsoft, we take a tour of the solution hall at CCW in Las Vegas. This gives you an opportunity to get a quick understanding of the solutions that were represented at the event whether you attended…or not. We...
Former marketer and current creative director for Cirque du Soleil, Jean Guibert joins us from C2 and shares that he’s just finished a tremendous amount of work- the opening ceremony of the pan american games and the Cirque's Volta who’s...
Recorded at CX Retail Exchange, Jennifer MacMenamin joins us and shares that she and her team have been engaged in customer experience and caring for the fracture points in the digital experience- but they had always taken an operational lens...
Kathryn Moore joins us and discusses the difference between omnichannel vs interconnected retail. She’s got one foot in today and one foot in tomorrow each day. An Atlanta native and originally a thespian she learned how to try things on...