After a merger and acquisition, CX teams must face the realities of combining forces.  From VoC measurement to the overall approach for improving experiences, they must evaluate ways of working across both organizations.  In this episode, we are joined by Yvan Goupil, Head of Customer and Marketing Insight at Virgin Money UK, who experienced and succeeded at merging CX teams after an acquisition. He shares what worked well throughout the process, as well as some challenges they encountered.

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* Case Study: UK Bank Virgin Money Transformed CX And Improved Business Outcome

Diversity and inclusion is being considered and displayed more and more, in organizations’ brand statements, employee experience (EX), and hiring practices. However, most organizations do not reflect those commitments in the customer experience (CX) they put out into the world. This is a big miss and a big opportunity. In this episode, we discuss with Principal Analyst, Gina Bhawalkar, how to apply the lens of inclusion throughout the product development process.

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* The Inclusive Design Imperative: Win And Retain More Customers

* Get Accessibility Right: Recruit People With Disabilities Into The Design Process

Diversity and inclusion is being considered and displayed more and more, in organizations' brand statements, employee experience (EX), and hiring practices. However, most organizations do not reflect those commitments in the customer experience (CX) they put out into the world. This is a big miss and a big opportunity. In this episode, we discuss with Principal Analyst, Gina Bhawalkar, how to apply the lens of inclusion throughout the product development process.

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The Inclusive Design Imperative: Win And Retain More Customers

Get Accessibility Right: Recruit People With Disabilities Into The Design Process

Tony Rodoni, EVP of Customer Experience at Salesforce, shares substantial experience collaborating with executives on CX. He offers tools to equip executives to feel inspired and empowered to be more involved in CX. And he dares answer the question, “Can CX leaders work themselves out of the job?”

Tony Rodoni, EVP of Customer Experience at Salesforce, shares substantial experience collaborating with executives on CX. He offers tools to equip executives to feel inspired and empowered to be more involved in CX. And he dares answer the question, “Can CX leaders work themselves out of the job?”

CX teams want to innovate on the customer experience, but they don’t want to go down the wrong (and expensive) path of innovation for innovation’s sake. They also want to leverage that relationship with their colleagues in Marketing. Linda Goldstein, Executive Vice President of Customer Experience and Marketing at CSAA Insurance Group shares success stories that address these two objectives crucial to CX teams’ success in any industry.

CX teams want to innovate on the customer experience, but they don’t want to go down the wrong (and expensive) path of innovation for innovation’s sake. They also want to leverage that relationship with their colleagues in Marketing. Linda Goldstein, Executive Vice President of Customer Experience and Marketing at CSAA Insurance Group shares success stories that address these two objectives crucial to CX teams’ success in any industry.

Prioritization is the art and science of picking the most important things to do out of a list of all the things you could do. Unfortunately, when it comes to customer experience (CX), many businesses struggle to choose the projects and programs that are most likely to propel them toward success. In this episode, we discuss with Senior Analyst, Judy Weader, on how to set up and build a strong foundation for your CX prioritization.

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Build A Strong Foundation For Your CX Prioritization

Prioritization is the art and science of picking the most important things to do out of a list of all the things you could do. Unfortunately, when it comes to customer experience (CX), many businesses struggle to choose the projects and programs that are most likely to propel them toward success. In this episode, we discuss with Senior Analyst, Judy Weader, on how to set up and build a strong foundation for your CX prioritization.

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* Build A Strong Foundation For Your CX Prioritization

As issues of gender equality, racial justice, and discrimination across the diversity spectrum hit the headlines, organizations are struggling to respond to customers, employees, and other stakeholders. In this episode, we discuss with Principal Analyst, Katy Tynan, about how having a diverse workforce is both a competitive advantage and table stakes for values-based consumers and employees.

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The Business Of Belonging