Zvi Baida and I discuss his very large "hybrid" role where he runs the service operation and customer experience for Shufersal - the largest supermarket in Israel. He walks us through his customer experience formula, uniting process, people and technology. And shares his intriguing tactics of building a board room gallery and videos to unite the C-Suite.

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook group, to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience, to gain traction and drive real sustainable improvement. Listen in to hear how she used Google's 1-day design thinking to implement a 24-hour service promise that led the way for all future work.

Stephen Ingledew has held the customer experience leadership role multiple times. And is now determining his next CX role, maturing his previous role and work so that it is ready to run by the leaders whom he developed. In our conversation we discuss how Stephen developed his skills, and his path to continue to improve the financial services industry - leaving a legacy of improvement.

Tom and I had a very detailed discussion of his first twelve months in his role, from role definition, to understanding the new business he was in, gaining traction with a ground-swell approach, through establishing customer valuation and segmentation, th

Geeta Wilson and I discuss how to tell if a company is ready to commit to a customer-driven transformation, and why a CCO has to know what his or her role should be. And why honoring the past to accelerate the future MUST be the way to approach a transformation role.

Brian Lillie was the Chief Information Officer at Equinix before being named by the company's executive committee to the Chief Customer Officer role. Learn how his skills, relationship and broad-view as a CIO are making him an extremely successful CCO.

Catherine Courage, who has led customer experience now for the third time discusses how her background in psychology, and deep experience in technology organizations helps her to unite product leaders to deliver a united Google experience.

Mark Slatin, SVP, Director of Client Experience for Sandy Spring Bank describes in detail how he engaged the leadership team and the organization over four years to win TWO coveted Customer Experience Innovation Awards. And most importantly, improve the customer and company experience with the Bank.

Alice Rackley has been in her role as the head of Customer Experience at UK icon Marks & Spencer for four months!  But with focus and grit, she has forged a path of clarity and I must say… an amazing amount of action.  Join me to learn her path, watch her wonderful video, and get her four focus areas and the “aha!” moments that are driving the work forward.

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Jackie outlines her roadmap and actions for reimagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work.