Podcasts about chief customer experience officer

What's on your mind? Let CX Passport know...Pharma and CX… not exactly two words you hear together often. But what happens when customer experience thinking meets healthcare? Silvi Haldipur has lived it. From personal experience to transforming patient, provider, and payer experiences at GSK and Merck, she's proving that empathy and data can coexist to truly save lives.5 Insights from This Episode • CX in pharma isn't impossible… it's essential. Silvi shares how she turned a deeply personal healthcare experience into her mission for better patient outcomes. • Beyond ads and emails… why support, not slogans, is what patients really need. • What pharma can learn from design thinking, ethnography, and on-the-ground empathy. • How “wraparound programs” simplify post-prescription chaos and actually improve outcomes. • The rise of the Chief Customer Experience Officer in pharma… and why it's long overdue.

Have you ever wondered how embracing your introverted qualities can become your secret weapon for career success and fulfillment? In this episode of The Quiet And Strong Podcast, host David Hall sits down with Alison Dixon, Chief Customer Experience Officer at Port Knox, to talk about the power of self-acceptance and the unique advantages introverts bring to leadership and the workplace.You'll learn how Alison navigated a variety of career roles—from fundraising to tech leadership—by aligning her strengths, embracing authenticity, and creating strategies for managing her energy and focus. Discover why deep thinking, preparation, and meaningful connections are key assets for introverts, and how designing your schedule around your own rhythms can help you thrive. Alison also shares practical advice for advancing into leadership roles by leaning into your natural preferences rather than trying to fit into an extroverted mold.If you're looking for inspiration, actionable strategies, and validation that your introverted strengths are exactly what you need to succeed, you won't want to miss this conversation. Tune in—and be strong.Episode Link: QuietandStrong.com/247Alison Dixon, the Chief Customer Experience Officer at Portnox, a leading zero trust network access control platform. Alison is at the forefront of shaping how technical, high-stakes industries like cybersecurity can deliver world-class customer experiences. With a background that spans HR, Sales Enablement, and IT, she brings a uniquely holistic view to customer success—balancing strategy, empathy, and execution. At Portnox, she's led the charge in transforming onboarding into a competitive advantage, expanding CX beyond support, and building programs that reduce churn and drive long-term value.Connect with Alison on LinkedInSend us a text- - -Contact the Host of the Quiet and Strong Podcast:David Hall Author, Speaker, Educator, Podcaster quietandstrong.comGobio.link/quietandstrongdavid [at] quietandstrong.com NOTE: This post may contain affiliate links. I may earn a commission if you make a purchase, at no extra cost to you. Take the FREE Personality Assessment: Typefinder Personality Assessment Follow David on your favorite social platform:Twitter | Facebook | Instagram | LinkedIn | Youtube Get David's book:Minding Your Time: Time Management, Productivity, and Success, Especially for Introverts Get Quiet & Strong Merchandise

Talking with Chief Customer Experience Officer of LeanScaper, Kristen Kiely. LeanScaper @KRISTENKIELY_CXO https://www.togetherinthetrades.com Auman Landscape on YouTube Primed For Growth www.companycam/kcpodcast Company Cam- 50% for 2 months! Linktree/AumanLandscape @aumanlandscapellc www.CycleCPA.com  Use code: Auman and save $200 when signing up. LMN Software Save on onboarding! Code: AUMAN Latux Diamond Blades- 20% off your purchase- Code: AUMAN Ninjava.com Code: Auman100 for $100 off

Liz Centoni takes us on the extraordinary journey through her 25-year career at Cisco, where she's currently the Executive Vice President and Chief Customer Experience Officer, leading a global team of 21,000 employees. Rather than viewing her long tenure at one company as stagnation, Liz describes finding multiple "lily pads" across 13 different roles, allowing her to constantly reinvent herself while building diverse skills and leadership capabilities.With refreshing candor, Liz addresses the challenges women in technology face, sharing personal experiences of having ideas ignored until repeated by male colleagues. "It took me a long time to realize that it was not about how I was saying it, it was who was hearing it," she reflects. This authenticity extends to her leadership approach, where building trust through consistent communication, clear priorities, and genuine empathy creates alignment across her organization.As an executive at the forefront of technological innovation, Liz offers valuable insights into how AI is transforming customer experience. She distinguishes between traditional AI applications and newer agentic systems that can take autonomous action, creating opportunities to solve persistent customer problems at scale. Rather than viewing AI as a job replacement, Liz sees it as freeing teams from repetitive tasks to focus on more complex, creative problem-solving.Perhaps most powerful is Liz's reflection on what it means "to be bolder," drawing from Viktor Frankl's philosophy that between stimulus and response lies a space where we choose our actions. For Liz, boldness means expanding that space, taking ownership of choices, and recognizing personal agency in every situation – a perspective that offers a powerful framework for approaching leadership challenges with authenticity and courage.Ready to transform your approach to career development and leadership?Tune in now here or on your favorite streaming channels.Subscribe to the To Be Bolder podcast for more conversations with inspiring leaders who are breaking barriers and creating meaningful change.Support the show When you subscribe to the podcast, you are supporting our work's mission, allowing us to continue highlighting successful women in a variety of careers to inspire others helping pay our wonderful editor, Chris, and helping me in paying our hosting expenses.

On this episode, I had the pleasure of speaking with Alison Dixon, the Chief Customer Experience Officer at Portnox, a leader in zero-trust network access control. Alison's unique insights stem from her diverse background, which encompasses various roles in HR, sales enablement, and IT. As we dove into the conversation, Alison shared her journey of building a customer experience organization from the ground up at Portnox, emphasizing the importance of prioritizing customer relationships in a rapidly growing tech environment. Alison recounted her initial days at Portnox, which began as a small startup of about 20 employees. Soon after her arrival, she recognized the pressing need for deeper insights into customer accounts and interactions as the company scaled. Her prior experience as a fundraiser and in HR equipped her with a holistic approach to understanding customer psychology and needs. Through meticulous customer journey mapping, she established strategies that centred on enhancing the overall experience, detailing how each stage of customer interaction contributes to long-term loyalty and satisfaction. We delved into the often transactional mindset prevalent in many organizations, particularly those that prioritize immediate revenue over long-term relationships. Alison argued firmly for a shift towards valuing customer experiences, stating that a lack of focus on building connections could lead to lost opportunities, even for small clients who may evolve into significant partners over time. Her philosophy is clear: if companies establish authentic human connections with their customers, they stand to gain far more than transactional profits. Throughout our discussion, we touched on the high-stakes nature of cybersecurity and how this uniquely shapes customer experience. Alison highlighted the critical importance of maintaining accessibility and support for clients, given the potential risks associated with cybersecurity breaches. She emphasized that customers need confidence in their service providers and need to establish trust through transparent communication, even when addressing negative scenarios. As our conversation progressed, we explored the role of customer experience in product development and overall business strategy. Alison passionately conveyed that understanding customer feedback not only helps retain clients but also informs the direction of product innovation. This perspective has led her team to integrate CX insights into their roadmap, aligning organizational goals with customer expectations. Towards the latter part of the episode, we took a thought-provoking turn into the realm of artificial intelligence in customer experience. Alison expressed cautious optimism about AI's potential but was wary of its increasing deployment without a foundational human element. She underscored the value of genuine interactions and deep understanding through personal connections — a sentiment she has repeatedly validated through firsthand experiences with Portnox customers. In closing, Alison shared her belief that creating exceptional customer experiences is not the sole responsibility of one department but rather a collective effort throughout the entire organization. By fostering a culture that prioritizes customer care and connection, even the smallest companies can achieve remarkable growth. Overall, this episode offered valuable insights into the evolving landscape of customer experience within the cybersecurity industry, highlighting strategies that can lead to sustained success.   Alison's Contact Information: Website: https://www.portnox.com LinkedIn: @alison-dixon-msod   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

Verizon's customer experience transformation started with a clear priority: listen to employees, study the data, and rebuild from the inside out. On this episode of The Modern Customer Podcast, I'm joined by Brian Higgins, Chief Customer Experience Officer for Verizon Consumer. With more than two decades at Verizon, Brian has led everything from network operations to product and marketing. Today he's leading Project 624, the company's largest customer experience transformation yet. In this episode, we cover: ✔️ Why Verizon focused AI on employee pain points first ✔️ How they analyzed the root causes of churn and sales drop-off ✔️ The strategy behind opening 400+ new retail stores ✔️ Why they created a Customer Champion team to resolve long-tail service issues ✔️ How data, EX, and AI fuel continuous CX transformation This episode is packed with takeaways for CX leaders navigating AI, change management, and complexity at scale. Brian's approach is smart, grounded, and refreshingly tactical.

This week: Guest Co-Host: Henry Harteveldt, Guest: Heather Garboden, Chief Customer Experience Officer, American Airlines, News: Huge holiday week travel reported; Delta deals with 100+ massive rain-related diversions; Multi-year funding for FAA system improvements approved; Alaska orders more from Boeing; Listener Q: Point-point success with legacy vs startups.

In this special collection episode, top women leaders in business, non-profits and more share the books that inspired them, informed them and changed their minds. These books will make you take a second read of a classic - whether it's a favorite business book or an Agatha Christie mystery. And these insightful picks will have you thinking differently about a range of big problems, from geography's role in a fractured society to how transit design can widen gender gaps. These books will help you get sharper at your role -- and even find new ways to make room for joy. Global Gender Gap Report 2025: https://www.weforum.org/publications/global-gender-gap-report-2025/ Leaders featured in this episode: Liz Centoni, Chief Customer Experience Officer, Cisco Alicia Chong Rodriguez, founder, Bloomer Tech Nadya Okamoto Founder, August Kara Alaimo, professor at Fairleigh Dickinson University Makiko Ono, CEO, Suntory Beverage and Food Angela Oduor Lungati, Executive Director, Ushahidi Yie-Hsin Hung, CEO, State Street Global Advisors Books mentioned in this episode: The Courage to Be Disliked, by Fumitake Koga and Ichiro Kishimi From Good to Great, Jim Collins The Vagina Business by Marina Gerner Pleasure Activism by Adrienne Marie Brown Down Girl, Kate Manne Hood Feminism, Mikki Kendall Invisible Women, Caroline Criado-Perez Agatha Christie Mysteries The Power of Geography, Tim Marshall Check out all our podcasts on wef.ch/podcasts: YouTube: - https://www.youtube.com/@wef/podcasts Radio Davos - subscribe: https://pod.link/1504682164 Meet the Leader - subscribe: https://pod.link/1534915560 Agenda Dialogues - subscribe: https://pod.link/1574956552 Join the World Economic Forum Podcast Club: https://www.facebook.com/groups/wefpodcastclub

Ryan Morabito sits down with Tariq Hassan, former CMO and Chief Customer Experience Officer at McDonald's USA, to unpack the evolving marketing landscape. From the critical role of first-party data to building a fearless, innovation-driven culture, Tariq shares leadership insights that higher education marketers can directly apply. This episode is a masterclass in marketing transformation, organizational alignment, and using failure as a strategic advantage.Guest Name: Tariq HassanGuest Social: https://www.linkedin.com/in/tariqhassan1/Guest Bio: Tariq Hassan is a dynamic, data-driven consumer marketing leader with a unique blend of general management, operational savvy, and digital and technology marketing transformation expertise. He brings over 20 years of world-class brand building across diverse categories for industry leaders including PepsiCo, Gatorade, GM, J&J, Mars, HP, Mercedes, and Emirates Airlines. Known for achieving results through creating and motivating collaborative teams, Tariq has a unique ability to anticipate consumer needs and exceed expectations—consistently driving in-market growth year over year. - - - -Connect With Our Host:Mallory Willsea https://www.linkedin.com/in/mallorywillsea/https://twitter.com/mallorywillseaAbout The Enrollify Podcast Network:The Higher Ed Pulse is a part of the Enrollify Podcast Network. If you like this podcast, chances are you'll like other Enrollify shows too!Enrollify is made possible by Element451 — the next-generation AI student engagement platform helping institutions create meaningful and personalized interactions with students. Learn more at element451.com.Attend the 2025 Engage Summit! The Engage Summit is the premier conference for forward-thinking leaders and practitioners dedicated to exploring the transformative power of AI in education. Explore the strategies and tools to step into the next generation of student engagement, supercharged by AI. You'll leave ready to deliver the most personalized digital engagement experience every step of the way.Register now to secure your spot in Charlotte, NC, on June 24-25, 2025! Early bird registration ends February 1st -- https://engage.element451.com/register

Reach Out Via Text!In this episode of the Growing Green Podcast, host Jeremiah Jennings sits down with Kristen Kiely, Chief Customer Experience Officer at Leanscaper, to dive deep into building scalable systems for your landscaping business. Kristen shares lessons from her time at LMN and The Grounds Guys, and how Leanscaper is empowering business owners—no matter the size—to implement proven frameworks that drive serious results. From step-by-step SOPs to accessing expert advisors, this conversation unpacks what it takes to grow with clarity and confidence. Whether you're just getting started or you're a $10M+ company ready to fine-tune your operations, Kristen offers a fresh perspective on why intentional systems and a growth-minded community are game-changers. Get ready to learn, laugh, and leave inspired to take that next leap forward with Growing Green Landscapes leading the way.Support the show 10% off LMN Software- https://lmncompany.partnerlinks.io/growinggreenpodcast Signup for our Newsletter- https://mailchi.mp/942ae158aff5/newsletter-signup Book A Consult Call-https://stan.store/GrowingGreenPodcast Lawntrepreneur Academy-https://www.lawntrepreneuracademy.com/ The Landscaping Bookkeeper-https://thelandscapingbookkeeper.com/ Instagram- https://www.instagram.com/growinggreenlandscapes/ Email-ggreenlandscapes@gmail.com Growing Green Website- https://www.growinggreenlandscapes.com/

Now's the time to learn to stay ahead of supply chain disruptions and improve your materials management capabilities for a competitive edge.In this classic episode of Supply Chain Now, hosts Scott W. Luton and Kim Reuter explore the evolving landscape of materials management in the fast-moving consumer goods supply chain space. Joined by Michael King, Chief Customer Experience Officer at Nulogy, and Kevin Wong, Co-founder and Chief Operating Officer at Nulogy, the discussion uncovers the critical role of technology in managing unpredictable demand, increasing product complexity, and the overall efficiency of supply chains.Expect actionable advice, expert opinions, and a masterclass in leveraging technology to drive supply chain success. Jump into the conversation: 00:00 Introduction to Michael King and Kevin Wong06:54 Leveraging technology for global supply chain success09:56 Increasing awareness and tools for materials management14:09 Understanding how high fines impact supply chain operation efficiency17:33 Enterprise organization's move towards integrated supply chain20:05 Embracing change in technology for leadership23:50 The role of data collection and predictive analytics in reshaping business27:07 How new technology reduces invoicing latency and improves cash flow33:51 Why enterprise software complexity and cybersecurity are critical35:40 Assess interactions, embrace change, and surf through41:59 Empowering your team's successAdditional Links & Resources:Connect with Kevin: https://www.linkedin.com/in/knwong/ Connect with Michael: https://www.linkedin.com/in/mikeking33/ Learn more about Nulogy: https://www.linkedin.com/company/nulogy/ Nulogy's eBook- Waste Not: Solving Materials Management Challenges in the External Supply Chain: https://bit.ly/3zdnqfKNulogy's Industry Report- Contract Manufacturing: The Value of a Contract-Based Approach: https://bit.ly/4cfoRZOConnect with Kim: https://www.linkedin.com/in/kimberly-reuter-csg/ Connect with Scott: https://www.linkedin.com/in/scottwindonluton/ Learn more about Supply Chain Now: https://supplychainnow.comSubscribe to Supply Chain Now: https://supplychainnow.com/joinCheck out Supply Chain Now's NEW Media Kit: https://bit.ly/3XH6OVkWEBINAR- E2E Demand Planning – Tactics for Driving Value at Scale: https://bit.ly/4g5VdaDThis original episode is hosted by Scott Luton and Kim Reuter. For additional information, please visit our dedicated show page at: https://supplychainnow.com/materials-management-mastery-external-supply-chain-1293

Marina Bigsby, Chief Customer Experience Officer at AccessOne, focuses on providing financial products and services to help make healthcare more affordable for patients and improve the physicians' revenue cycle management. The aim is to provide more transparency and payment options upfront to avoid situations where patients forgo needed care. Using AccessOne's technology and mobile payment solution, providers collect payments faster and proactively identify and address operational inefficiencies and staffing challenges.   Marina explains, "We're a technology company. We partner with our providers and look at their various situations. Their situation might be that they have a pocket of their population with high debt problems, or maybe there is a staff shortage or some other operational efficiency challenge. We're designing a product that works for them. Our platform is highly configurable, and we built something that works for them and helps them collect more so they can allocate funds to wherever they need. We have a proprietary funding option, so they can work with us to accelerate cash quickly into their RCM or manage risk differently. So that's really what we're doing. We're working with them to collect more so they can help more patients."   "It's a time savings so that they get cash faster, which is always good, but it's also a time savings from an operational savings. So responses are great -- we send out a text and our MobilePay product is a replacement, a complete replacement of a piece of paper. Awareness of the text helps people say that even if they don't want to pay through the text, they know there's a bill and know it earlier than they normally would have, so they can pay it however they'd like. Whether in a portal or through our text, that awareness is increased. There are lots of glowing reviews around that product." #AccessOne #RevenueCycleManagement #RCM #PatientExperience #PatientFinancing #PatientAccess accessonepay.com Download the transcript here

Marina Bigsby, Chief Customer Experience Officer at AccessOne, focuses on providing financial products and services to help make healthcare more affordable for patients and improve the physicians' revenue cycle management. The aim is to provide more transparency and payment options upfront to avoid situations where patients forgo needed care. Using AccessOne's technology and mobile payment solution, providers collect payments faster and proactively identify and address operational inefficiencies and staffing challenges.   Marina explains, "We're a technology company. We partner with our providers and look at their various situations. Their situation might be that they have a pocket of their population with high debt problems, or maybe there is a staff shortage or some other operational efficiency challenge. We're designing a product that works for them. Our platform is highly configurable, and we built something that works for them and helps them collect more so they can allocate funds to wherever they need. We have a proprietary funding option, so they can work with us to accelerate cash quickly into their RCM or manage risk differently. So that's really what we're doing. We're working with them to collect more so they can help more patients."   "It's a time savings so that they get cash faster, which is always good, but it's also a time savings from an operational savings. So responses are great -- we send out a text and our MobilePay product is a replacement, a complete replacement of a piece of paper. Awareness of the text helps people say that even if they don't want to pay through the text, they know there's a bill and know it earlier than they normally would have, so they can pay it however they'd like. Whether in a portal or through our text, that awareness is increased. There are lots of glowing reviews around that product." #AccessOne #RevenueCycleManagement #RCM #PatientExperience #PatientFinancing #PatientAccess accessonepay.com Listen to the podcast here

In this episode of The CX Tipping Point Podcast, Martha Dorris speaks with three seasoned federal contact center leaders and one former expert in the field, each bringing years of experience in contact center strategy and operations:Meghan Daly, Co-Lead, GSA Contact Center Center of Excellence (CoE)Nikki French, Customer Experience Branch Manager, TSA/DHSSimchah Suveyke-Bogin, Chief Customer Experience Officer, USDAKeith ThurstonFederal contact centers are critical in delivering simple, seamless, and secure services. As we move toward a "digital-first" approach, contact centers play an increasingly vital role, serving as the next line of support when people encounter challenges online. When users can't complete a transaction or access the information they need, they turn to contact centers—by calling, emailing, or texting—for help.Key Topics Discussed:GSA's Contact Center Center of Excellence: Insights on its mission, impact, and key lessons learned from its projects.Essential Technologies: A look at the technologies that enable more efficient, effective contact center operations.Addressing Common Challenges: How agencies tackle workforce challenges, attrition, and the need for flexible scheduling.Consolidation and Knowledge Base Benefits: The advantages of a unified contact center and knowledge base in delivering consistent answers across all communication channels.Data-Driven Improvements: How contact centers leverage data to enhance the customer experience.As we strive to provide both the public and federal employees with the efficient, effective experiences they deserve, the role of well-functioning contact centers is more important than ever.This episode is sponsored by Senture.Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected: Follow us on social media: LinkedIn: @DorrisConsultingInternational Twitter: @DorrisConsultng Facebook: @DCInternational Resources Mentioned: Citizen Services Newsletter

In this episode, we hear from Dan Baker, CTDOT's Transportation Supervising Planner, who provides updates on the 26 actions from the 2023 Customer Experience Action Plan and introduces three new initiatives to improve bus and rail services. Michael Helta, Maryland Transit's Chief Customer Experience Officer, also joins us and shares how his agency enhances the rider experience. Tune in for valuable insights into public transit innovation and customer-focused improvements.

Episode 238: In what appears to be a paradox, Verizon is accelerating its responsible AI journey through a measured, deliberate approach—ensuring its technology is primed to enhance customer experiences when they matter most. Verizon isn't rushing to put AI in front of customers. Instead, they're deliberately building trust, refining data quality, and rigorously testing their AI tools internally. This methodical strategy might seem slow, but is accelerating their progress toward a future where AI can take on a bigger, more direct, customer-serving role. In this episode, Brian Higgins, chief customer experience officer at Verizon, explains how their thoughtful AI tool development empowers and supports employees today while laying the groundwork for handling more customer interactions tomorrow. Tools like the Personal Research Assistant are being refined internally, allowing Verizon employees to build confidence in AI's capabilities before these technologies ever touch a customer. According to Brian, Verizon has focused on “bringing humans and AI together to drive more yield.” By ensuring employees are comfortable and proficient with AI tools, Verizon is building a strong AI foundation. His team embraces a deliberate learning approach vs. rushing to deploy technology for its own sake. Learn more about Verizon's AI strategy and how building trustworthy internal tools enables smarter, faster, and more personalized customer experiences at scale. Guest: Brian Higgins, Chief Customer Experience Officer, Verizon Host: Rob Markey, Partner, Bain & Company Give Us Feedback: We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. Want to get in touch? Send a note to host Rob Markey: https://www.robmarkey.com/contact-rob Time-stamped List of Topics Covered: [02:15] How Verizon uses AI to empower employees and streamline operations [07:05] The strategy behind building AI tools like Verizon's Personal Research Assistant [12:45] Employee co-development and involvement in AI-driven transformations [19:30] Balancing short-term wins with long-term AI-driven business goals [25:50] Leadership commitment and the role of AI in transforming customer experience Time-stamped Notable Quotes: [02:45] “Customers don't only go into a store. They don't only go to verizon.com. They go all over the place and do all kinds of things with us all the time. You have to pull all that together into one view.” [03:46]  “If the employees aren't happy with their overall experience, it's virtually impossible for them to make the customers happy.” [05:30] “This is another tool in the toolbox, and the employees see [AI's value] right away.” [11:15] “We had to reorganize everything ... but you can't simply go back to what you were doing before. You [have] to layer in something new.” [22:45] “Our primary focus was on areas of pain for both employees and customers.” [27:21] “This is about bringing humans and AI together to drive more yield. If we were a declining business, it might have a different model. But we're not a declining business. We're a growing business. We need to get more out of the current employees we have.” [32:25] “Personalization is the material unlock—for us and our customers.” [38:32] “We had some challenging times for a few years at Verizon. There was a recognition that we needed to reorganize how the whole company was structured. And we did that.”

In this episode of Tech Talk, a Mortar & Pestle production, Erin Michael, Director of Member Engagement, is joined by Melinda Browning, Chief Customer Experience Officer at Civic Center Pharmacy as they discuss her compounding journey.

Now's the time to learn to stay ahead of supply chain disruptions and improve your materials management capabilities for a competitive edge.In this episode of Supply Chain Now, hosts Scott W. Luton and Kim Reuter explore the evolving landscape of materials management in the fast-moving consumer goods supply chain space. Joined by Michael King, Chief Customer Experience Officer at Nulogy, and Kevin Wong, Co-founder and Chief Operating Officer at Nulogy, the discussion uncovers the critical role of technology in managing unpredictable demand, increasing product complexity, and the overall efficiency of supply chains.Expect actionable advice, expert opinions, and a masterclass in leveraging technology to drive supply chain success. Additional Links & Resources:Learn more about Nulogy: nulogy.com Nulogy's eBook- Waste Not: Solving Materials Management Challenges in the External Supply Chain: https://bit.ly/3zdnqfKNulogy's Industry Report- Contract Manufacturing: The Value of a Contract-Based Approach: https://bit.ly/4cfoRZOLearn more about Supply Chain Now: https://supplychainnow.comSubscribe to Supply Chain Now: https://supplychainnow.com/joinCheck out Supply Chain Now's NEW Media Kit: https://bit.ly/3XH6OVkWEBINAR- Automation ROI: Solving the Top 3 Operational Challenges: https://bit.ly/3VvxTvsWEBINAR- Strategies for Aligning Business Planning with Supply Chain Design: https://bit.ly/3XvRHk7WEBINAR- Taming Logistics Complexity: How Logistics Leaders Can Optimize Operations with Emerging Technology; https://bit.ly/3XBbf6yThis episode is hosted by Scott Luton and Kim Reuter. For additional information, please visit our dedicated show page at: https://supplychainnow.com/materials-management-mastery-external-supply-chain-1293

Join Liz Centoni, Chief Customer Experience Officer at Cisco, as she shares her insights on leveraging AI to revolutionize customer experience. Discover how Cisco is utilizing generative AI, machine learning, and co-creation to automate tasks, provide self-service options, and deliver predictive customer support. Learn about the challenges and opportunities in implementing AI at scale in a large enterprise. Learn more about your ad choices. Visit megaphone.fm/adchoices

Transforming Customer Experiences One Interaction at a Time Shep Hyken interviews Brian Higgins, Chief Customer Experience Officer of Verizon Consumer Group. He talks about how every interaction can shape brand perception and how to use AI to enhance customer and employee experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Will AI replace human employees?  How can AI and human employees work together to enhance customer service?  Why should companies prioritize customer experience?  What is the role of AI in improving the interaction between employees and customers?  In what ways can AI personalization impact customer loyalty and retention?  Top Takeaways:    The customer experience is essential for any business. It plays a role in attracting and keeping customers. It affects how customers perceive the brand, its products, and pricing. An exceptional experience keeps customers coming back and builds brand love.     Technology is transforming customer experience. Companies use AI to provide employees with real-time information, helping them better assist customers and enhance the overall experience.    Instead of replacing jobs, AI empowers employees by working alongside them. This allows them to focus on interpreting and sharing information with the customer in a way that best suits their needs, whether empathetic, energetic, enthusiastic, detailed, or simplified.     Digital interactions are crucial for enhancing the customer experience, but they must be organic. Brands need to ensure that their customers want to interact with them digitally, and when they do, it needs to be seamless.     The employee experience is closely linked to the customer experience. If the employees are unhappy and don't feel they have the right policies and tools, your customers will not have a good experience.    AI can simplify complex business interactions and lead to a more customer-centric experience. By using predictive and generative AI, businesses can anticipate what customers need, offer relevant deals, and make complex information easier for employees to understand and relay to customers.    Brands must prioritize creating a positive impact in every interaction, keeping in mind that it may be the customer's only interaction with you in a long time. The role of every employee is to prioritize each interaction as a key moment, recognizing that it can significantly impact the brand and Net Promoter Score. By focusing on delivering amazing experiences every time, employees can play an essential role in building brand love and long-term customer relationships.    Plus, Shep and Brian discuss how Verizon continuously monitors and mitigates pain points at every stage of the customer journey. Tune in!  Quote:   "Empowering your employees to quickly and correctly address any breakdown in the customer experience is crucial. Ensure you provide them with the tools to engage with customers effectively."  About:    Brian Higgins is Verizon Consumer Group's Chief Customer Experience Officer. He ensures that Verizon employees have the right tools, capabilities, and resources to excel at delivering amazing customer experiences.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Forget everything you think you know about productivity hacks. Today, we're diving deep into the unexpected habits of wildly successful people with Martin Zych, Founder and Chief Customer Experience Officer for Jirav. From weird sleep schedules to unconventional workspace setups, get ready to discover the surprising secrets that could unleash your inner nerd and unlock your hidden potential. Drive efficient growth in your accounting and finance practice with Jirav's all-in-one forecasting, budgeting, reporting, and dashboarding solution. Jirav automates financial planning and analysis and empowers firms to triple their advisory revenue by integrating general ledger, workforce, and non-financial data. As the preferred solution provider of CPA.com, Jirav is trusted by over 4,000 businesses and firms, thanks to our exceptional platform, training, and support. To learn more about Jirav and their accounting firm partner program, visit jirav.com. Important Links:https://www.jirav.com/https://www.linkedin.com/in/martinzych/https://www.linkedin.com/company/jiravhttps://twitter.com/GoJiravhttps://www.facebook.com/GoJirav/https://www.instagram.com/gojirav/Love the show? Subscribe, rate, review, and share! http://amyvetter.com/breakingbeliefspodcast

By Stacy Hamer, Chief Operating Officer, iQmetrix In challenging market conditions, telecom retail businesses that want to remain competitive will need to retain the loyalty of the customers that they already have. This means keeping up with rapidly evolving consumer expectations for customer service. This has become increasingly true as demanding younger consumers—such as Gen Alpha, who were practically born with phones in their hands—start to come on stream over the next decade. So, how can telecom retailers meet customer expectations and provide great purchasing experiences? Here are the trends to stay on top of—or get left behind. 1. Fully understanding the customer and personalizing their experience is more crucial than ever With the typical buyer's journey now spanning multiple channels, it's no longer enough to have a partial view of your customers. You could be missing crucial information that might help you land a sale or keep that customer loyal. But how do you get on top of customer insights to create a fully personalized customer experience that today's—and future—customers expect? At a panel event at CES 2024 in Las Vegas, Brian Higgins, Verizon's Chief Customer Experience Officer, discussed the concept of the “segment of one” — meaning that each individual customer is their own consumer segment with very specific personal wants and needs. His perspective is that with new AI technology coming on stream, true customer personalization can finally be achieved. “We've previously had offers that go out to hundreds of thousands of people, and that's been fine, but where we are moving to is the segment of one,” Higgins said. “As a retailer, you know about this customer through data and purchasing behavior, and you're going to offer them promotions that are relevant to them. That's happening now, but customers don't realize that's all AI in the background.” Retailers need technology and systems that offer a 360-degree view of their customers—and that includes processes that save time in other areas to create space for engaging with customers and listening to their needs, and creating their personalized package accordingly. Businesses that truly understand their customers' needs will have a major advantage — Gartner has projected that this year, these retailers will outperform competitors' CX metrics by 20%. 2. Efficient processes are mandatory, and inefficiency will not be tolerated Today's consumers are loyal to experiences, not brands, and will jump ship if they think they can get a better experience somewhere else. The evidence is there in the research: 94% of consumers are frustrated by disjointed experiences across a brand 54% of consumers will stop using a brand after just one bad experience The top indicator of a bad experience? Wasted time. 86% of consumers have left a store because of frustration about slow lines 74% of consumerswill go to a competitor's store if they feel like the lines are shorter there 73% of customerswill leave without making a purchase if they have to wait more than five minutes Optimizing store tools and processes is no longer optional. Retail operators need to do what it takes to implement systems that improve transaction times and reduce frustrations, such as needing to enter the same information multiple times. The same applies to omnichannel retail experiences. If your customer is buying online and picking up in store, for example, you need technology and systems in place that create a seamless, frictionless journey with a consistent experience across all touchpoints. This will make the customer feel as nurtured as if they were in the store talking to an attentive sales associate—while giving them the now-expected convenience of shopping online or starting their purchasing journey on social media, or at a pop-up event, or anywhere else. 3. Employee experience is important, too, and affects the customer experience

On this week's Eye on Travel Podcast with Peter Greenberg, Peter sits down with two veteran airline executives to discuss the fastest growing aviation region in the world, The Middle East. And at the center of that is Saudi Arabia. Rossen Dimitrov, Chief Customer Experience Officer of Saudia Airlines, and Tony Douglas, CEO of Riyadh Air, report on the rapid expansion of air traffic in the region and and what it means to global tourism.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On this week's Eye on Travel Podcast with Peter Greenberg, Peter sits down with two veteran airline executives to discuss the fastest growing aviation region in the world, The Middle East. And at the center of that is Saudi Arabia. Rossen Dimitrov, Chief Customer Experience Officer of Saudia Airlines, and Tony Douglas, CEO of Riyadh Air, report on the rapid expansion of air traffic in the region and and what it means to global tourism.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Today's guest is Martin Zych, CEO and Co-Founder at Jirav. Founded in 2015, Jirav is an all-in-one financial planning and analysis (FP&A) solution that delivers smarter financials and faster insights, helping you understand where your business has been and more accurately predict where you're going. The system connects financial and operational data to easily explore historicals, and accurately forecast bookings, revenues, workforce, expenses and cash flows. As a career finance and accounting professional, Martin specializes in high-growth tech companies. Before co-founding Jirav, Martin was the Finance Director at Limeade and Zephyr Health, and a Controller at Atlas Accelerator CFO firm. Throughout his career, he set up dozens of finance functions and has helped raise over $200 million in funding. Martin founded Jirav to build the tool he wished he had available during his entire career as a finance leader at high-growth companies. In today's episode, Martin will talk about: His background and journey to now, Jirav's application for simplifying financial planning, How the company evolved from CFO consulting to serving thousands today, The day-to-day life and culture of the Jirav team, The role of AI in shaping the future of Jirav's platform, How recent funding will help them fulfil goals and milestones, Career opportunities with Jirav

Imagine the triumph of human ambition as we glide through the skies, a testament to our enduring quest to conquer the very elements — thirty thousand feet aloft, inside a slender cylinder of steel. Within this confined space, humanity gathers, shoulder to shoulder: a microcosm of society. It's under these conditions that our distinguished guest today crafts an oasis of tranquility and impeccable service. How does one orchestrate such a feat of customer care under these conditions? This is the daily challenge for our guest on this edition of the "Distinguished" podcast: Allison Ausband, Executive Vice President, and Chief Customer Experience Officer at Delta Air Lines. Since embarking on her journey with Delta in May 1985 as a flight attendant, fresh from the University of Georgia with a journalism degree in hand, Allison has risen to oversee the vast customer experience network that encompasses the dedicated efforts of over 63,000 team members in Delta's Customer Care divisions. Under Allison's visionary leadership, the team at Delta marries groundbreaking innovation with a heartfelt dedication to hospitality, securing Delta's position as the premier U.S. airline as named by the Wall Street Journal for the second consecutive year.  With an armory of technology and a top-notch team, excelling at customer experiences starts with being grounded in a singular essential value. Find out how to guide your company to soaring to new heights. The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

In today's episode, Joe will be diving into the fascinating world of energy. Often overlooked but essential to our daily lives, energy plays a critical role in powering our society and economy.  Today, Joe is joined by special guest Brad Morrill, Chief Customer Experience Officer at Crystal Flash.  They explore the crucial connection between strategy and execution within companies and how it impacts their success. Stay tuned for an engaging conversation about the challenges and opportunities in the energy sector and beyond.  Let's get started! Show Highlights: Why is energy so fascinating and essential?  [00:04:23] The surprising link between grain and energy markets [00:08:50] The vital connection between agriculture and fuel  [00:11:23] Is episodic thinking the key to successful strategy execution?  [00:14:15] Should we be exploring futuristic alternatives for food production?  [00:19:42] Is the demise of liquid fuels decades away?  [00:22:11] Don't let narrow-mindedness kill your business  [00:25:18] The transformation journey of Crystal Flash  [00:28:33] Why going slower can actually help you go faster [00:34:17] Is gasoline doomed? Here's why propane reigns.  [00:40:00] Is your decision-making costing you more?  [00:45:21] If you are interested in connecting with Joe go to LinkedIn: https://www.linkedin.com/in/joemosher/  Or schedule a call at www.moshercg.com For more information about Crystal Flash, visit https://www.crystalflash.com/

Resistance to change doesn't always show up in your team like you think it does. Jessica Carroll is an executive who has driven multiple digital transformations as a CIO and Chief Customer Experience Officer. The same lessons that apply to "going to the cloud" also apply to digital transformation and how to use AI in 2023. In this episode we discuss how it's easy for the leader to think their teammates are resisting, but they really might just need more information; think about the problem from a different perspective; or need to wrap their head around the project in a way that's different from you. Listen in to this episode where Jessica describes how you can move your team from needing more information to action. See the full post at: https://stefaniekrievins.com/resistance-to-change-isnt-what-you-think-it-is-with-jessica-carroll/ About Jessica Carroll Jessica Carroll is a speaker on the topics of client engagement, team culture, and digital transformation. She has been published in CIOInsight, BizTech magazine, among others, and was named a Computer World Premier 100 IT Leader. She is a contributing author to the book, Digital Transformation Demystified, in which she discussed client and employee engagement practices. Currently Ms. Carroll is the Chief Experience Officer for Acuative, a global managed services provider. In this role she is responsible for guiding customers through their digital transformation, serving as their consultative advisor and advocate, and holds responsibility for enhancing the employee experience for the Acuative internal team. Prior to joining Acuative, Ms. Carroll was the VP, Customer Success at TenFour IT and had a noteworthy tenure in a variety of senior IT Leadership positions at the United States Golf Association, culminating in her role as the Managing Director for Information Technology where she led the infrastructure, business resilience, security, operations, and development disciplines.

Illumination Zone: Adam Rubinger, Chief Customer Experience Officer of EDRM Trusted Partner, HaystackID, sits down with Kaylee & Mary to talk about his journey to eDiscovery, his policy of transparency and compassionate communication, the Relativity Innovation Awards where Adam is a finalist for Customer Experience and his surprising superpower.

InstructureCast's new podcast hosts Melissa Loble, Instructure's Chief Customer Experience Officer, and Ryan Lufkin, VP of Global Strategy for Instructure, kick off the newly reformatted podcast, formerly known as Canvascasters, with a hot topic ... generative AI! Tune in to these edtech experts to learn all about Instructure's approach to AI and get a sneak peek into upcoming AI-powered tools within the Instructure Learning Platform! For more information about generative AI, be sure to check out these links: Instructure's AI Guiding Principles AI Information Hub in the Community Study Hall AI Resources --- Send in a voice message: https://podcasters.spotify.com/pod/show/instructurecast/message

We have another fantastic episode devoted to travel! Join me as I go behind the scenes with Jaclyn Leibl-Cote, Collette's President & Chief Customer Experience Officer. My relationship with Collette goes back five glorious years. I have been fortunate to tour with their team on two epic trips. I traveled to Japan on the Cultural Treasures of Japan tour, and the second fantastic tour was to explore Iceland on the Land of Fire & Ice tour. This delightful conversation is packed with fascinating travel stories, news, ideas, and inspirational travel itineraries. Let me share some background about my special guest. Jaclyn Leibl-Cote is Collette's President and Chief Customer Experience Officer. As an accomplished Collette Team Member, she has been a tour guide, worked inside the customer care center, designed US and Australia tours on the product development team, and so much more.  Her leadership style stems from years of tackling every corner of the business, asking questions, and evolving so that Collette can continue being a leader in travel. Not surprisingly, she's never encountered a challenge that didn't excite her – because obstacles are often the best opportunities. If you ask her, she'll tell you that from 1918 to today, you must grow, change, and always stay true to your values.  Overseeing the Product, Tour Management, IT, Marketing, and People & Culture teams, she still finds time to travel. After a lifetime of exploration, New Zealand remains her #1 recommendation and favorite destination. And she did a bungee jump there in 2005 because… "when in Queenstown." And now, she's brought her love of travel to a new generation. She loves exploring the world with her husband and three children and believes the best gift is family travel memories. She hasn't been to Antarctica yet, but it's on her list. We covered a lot of ground in this interview, but here are some of the highlights! Collette celebrates 105 years! What is the power of travel? How the guest experience is the most essential part of the Collette business. The importance of product design. What does this mean exactly? How is a tour created? Why are the tour guides one of the most impactful aspects of a tour? The beauty and splendor of Iceland! Jaclyn's Finland adventures Details of my upcoming Safari with Collette (Can't wait!) 2023 is shaping up to be one of our most amazing travel years ever! I am so excited to share it all with you. Where will you be going? I would love to hear about it. Please email me at suzannestavert@me.com - Maybe you have an idea for an upcoming episode? Check out these important links! Collette Collette Instagram Collette Facebook Adventures of Empty Nesters Travel Connections Podcast Collette YouTubeChannel Travel Unpacked (Collette's new podcast) Suzanne Stavert YouTube Channel Wilderness of South Africa: Safari By Land and Water Suzanne's Tour of Iceland Suzanne's Tour of Japan

Join the conversation with today's speciall guests: Prior to joining AMAC as President and CEO, Eboni Wimbush most recently served as the Deputy Director of the Baltimore City Mayor's Office of Children & Family Success. She was responsible for advancing all of the work across the agency including building and implementing the strategies and systems to operationalize the City's $100 million eviction prevention program  In January 2020, Jesus H. Saenz Jr., IAP, was appointed to serve as the city's Director of Airports. In this role, he oversees the day-to-day operations of the San Antonio Airport System, made up of San Antonio International Airport (SAT) and Stinson Municipal Airport. Karen W. Ellis serves as the Chief Customer Experience Officer for the San Antonio Airport System (SAAS) which comprises San Antonio International Airport and Stinson Municipal Airport. Website:  AMAC-org.com for more upcoming conference information. ___________________________ NABWIC's Vision: The Vision of the National Association of Black Women in Construction (NABWIC) is to build lasting strategic partnerships with first-rate organizations and individuals that will provide ground-breaking and innovative solutions for black women in construction and their respective communities.| NABWIC.OR

On this episode of The Six Five – In the Booth, hosts Daniel Newman and Patrick Moorhead welcome Shaun McCarthy, President of North America Sales, and Ricky Corker, Chief Customer Experience Officer at Nokia. Their discussion covers: Nokia's refreshed tech,corporate strategies, and rebrand Their customers' impressions What moves Nokia is making in the enterprise The kinds of exciting opportunities the metaverse creates for Nokia and its customers What's in store for Team Nokia It's a great conversation, and one you won't want to miss. Be sure to subscribe to The Six Five Webcast, so you never miss an episode.

Brenda Wensil and Kathryn Heath are Executive Coaches who have spent decades coaching more than 800 women and working with Women Executives, Middle Managers, and Professionals across industries and age groups. They are the co-authors of ‘I Wish I'd Known This: 6 Career-Accelerating Secrets for Women Leaders'. Brenda and Kathryn offer their thoughts on navigating self-doubt in the world of Business Leadership. They share common reasons women feel “held back” from maximizing their potential. They also talk about how to prioritize goals, build a powerful support network, and weed out distractions which lead you away from achieving what you truly desire in your career. Driven by the belief that more Female Leaders equals a better world, Brenda and Kathryn explain, that many women are held back from unlocking their potential because of their own limiting beliefs. By simply changing the story you tell yourself, you completely transform the way you show up at work and in all your relationships, personal and professional. Brenda and Kathryn also speak on the value of your reputation or personal brand, no matter your role in an organization. As a Leader, how you are seen by your teammates and clients is fundamental to your success. They encourage women to simply ask around to get feedback on their strengths and gaps as others see them, and to be ready and willing to adjust how they work and interact with others, if unsatisfied with the answers they hear. Another key to maximizing your reputation is by combining your personal power, or who you are as a person, with your position power as a professional. Brenda and Kathryn ultimately remind us, that Leadership is a skill, and that deliberate goal-setting and consistent, disciplined practice are essential to growing that skill.  This podcast is sponsored by InnerProfessional online training programs. With courses geared specifically for Legendary Leaders, InnerProfessional provides an extraordinary catalog of leadership and professional development programs unlike any online training you've experienced before.   Key Takeaways:  Success in any endeavour starts with “staking yourself out”: getting clear on what you want to accomplish and the type of person you want to become in the process. It's a mistake to go at it alone. Create a support system for yourself as early as possible so you can go further in your career than you ever could by yourself. Leadership is a skill, which means yours can be developed with the right goal and strategy. Great careers are built on strengths. When you know what you're good at, you possess the keys to your professional success.    Episode Timeline:  [05:02] Introduction to Brenda Wensil & Kathryn Heath.  [13:20] How the world can become a better place with more Women Leaders.  [18:04] Finding your voice and staking yourself out. [24:56] How your career path is strongly connected to your personal path. [33:30] How Brenda and Kathryn have made an impact on Women Leaders. [40:20] What do you want to be known for? [50:39] Learning from reflection and feedback. [58:47] Combining your position power with your personal power. [1:08:57] Creating a vision and strategy for your career path. [1:13:39] Building your reputation by letting the world know your personal brand. [1:20:02] Operating on autopilot. [1:25:10] How to not miss the point of preparation. [1:31:55] What Women Leaders can contribute to the world beyond their organizations.    Standout Quotes:  “We really think the world would be a better place if there were more Women Leaders.”  “Sometimes, women are so busy working that they don't set a direction. They just kind of drift.”  “Leadership is a skill, and you can grow it.”  “How do you leverage your platform—your position power—and combine that with who you are as a person—your personal power—and see yourself as an important colleague to your peer group?”  “Women are great at strategic planning for their company, but they have to be the CEO of their career.”      Connect:   Find | Brenda Wensil    Business Website: https://www.bravanti.com   On LinkedIn: @BrendaWensil    Bio: Brenda Wensil is Managing Director & Practice Leader of Bravanti's Leadership Acceleration practice. She is an executive leader with a successful background in sales and marketing, advertising, brand management, customer strategy, service experience, and supply chain performance management on both domestic and international levels. She is known for her expertise in building collaborative partnerships and developing teams to improve leader performance and drive results.     She is a board-certified coach working with leaders and managers in large and mid-size companies as well as non-profit organizations.  Brenda has led engagements for the organization focused on women's leadership and advancement, which include long programs, workshops, speaking engagements, and individual and group coaching.  Her approach is practical, goal-focused, and action-oriented. Brenda established the first-ever customer-focused strategy for the federal government as Chief Customer Experience Officer at the U.S. Department of Education's Office of Federal Student Aid, the single largest provider of funding for post-secondary education in the U.S. She held leadership roles for  20 years with Wachovia Corporation (now Wells Fargo) as Head of Customer Strategy, Marketing and Customer Relations, as well as Head of Retail Segments and Director of Enterprise Supplier Performance Management. Brenda was also a consultant to Barclays Bank in London, leading an international team to re-design and execute the company's global technology supplier management functions. Brenda is the co-author of I Wish I'd Known This: 6 Career-Accelerating Secrets for Women Leaders (Berrett-Koehler, 2022), which uncovers six blind spots that derail women's career paths and provides strategies to effectively overcome them for an impactful, sustainable career. She is a Senior Fellow of the American Leadership Forum and has been a keynote speaker on topics ranging from women's leadership to customer-focused strategies in the financial industry. Brenda received the Executive Leadership Award for public service from the U.S. Secretary of Education, Arne Duncan, and the Service to the Citizens Award for Leadership in higher education.  Brenda earned a Master's degree in organizational development and executive coaching from the McColl School of Business at Queens University, and a bachelor's degree in journalism from the University of South Carolina. She is also a graduate of the Executive Leadership Program, Kenan Flagler, at University of North Carolina Chapel Hill. She is accredited by the International Coach Federation and is certified in numerous assessments including Hogan, Workplace Big Five, Thomas-Kilman Index, and MBTI.    Find | Kathryn Heath Business website: https://www.bravanti.com  On LinkedIn: @KathrynHeath  Book: https://bravanti.com/insights/books/i-wish-id-known-this/    Bio: Kathryn Heath, Ph.D., is a managing director of the Leadership Acceleration Practice at Bravanti. She was a founding partner of Flynn Heath Leadership, which was acquired by Bravanti (formerly BPI group) in 2020.    Kathryn serves as a coach, a researcher, and a developer of leadership programs. One of the hallmarks of Kathryn's work is addressing organizations' specific business targets through customized programs that move leaders forward faster.     Her various clients include executives and high-potential leaders at Fortune 500 companies including Deloitte, AIG,and Booz Allen Hamilton. Before she co-founded FHL, Kathryn was Senior Vice President and Chief Learning Officer at the nation's fourth-largest bank, First Union (now Wells Fargo), where her inventive and results-focused approach won her numerous awards. During a period of explosive growth, Kathryn led not only the training organization, but she also worked to grow high-potential Leadership talent as the head of Leadership Development.  Kathryn is the co-author of three books: I Wish I'd Known This: 6 Career-Accelerating Secrets for Women Leaders(Berrett-Koehler, 2022),The Influence Effect: A New Path to Power for Women Leaders(Berrett-Koehler, 2017), and Break Your Own Rules: How to Change the Patterns of Thinking That Block Women's Path to Power(Jossey-Bass, 2011), which landed on the best-seller lists of the New York Times, the Wall Street Journal, USA Today, and the Washington Post.     Kathryn also co-authored two articles for the Harvard Business Review:“ Women, Find Your Voice!” (HBR-June 2014) and “To Build an Inclusive Culture, Start with Inclusive Meetings” (HBR-September 2019).Kathryn received her B.A. from the University of North Carolina at Chapel Hill, her M.Ed. from the University of North Carolina at Charlotte, and her Ph.D. from the University of North Carolina at Greensboro. Kathryn is based in Charlotte, NC.    SUBSCRIBE TO THIS PODCAST On Apple Podcasts.  About Cathleen Merkel:   As a Thought Leader in the Mindset & (Self-) Leadership space, Cathleen supports high achieving, but worn-out women create a more content & balanced life without sacrificing their hard-earned success.     Following a simple 6 step framework, Cathleen helps you not only reconnect with your inner feminine side; she also supports you to rediscover your REAL YOU!  Cathleen focuses on women who have lost their sense of purpose, who feel they are ‘running in a hamster wheel', trying to please everyone but themselves. She helps you to turn your careers, your social connections and personal life around so that you will start feeling fulfilled and excited again about the days to come.  At the end of the process, Cathleen's clients will feel healthier, happier, energised and clear about their future.   With over 15 years of Leadership experience in Retail, Media & Broadcasting, Engineering and Property Investment, Cathleen has not only experienced the challenges and opportunities of a Female Leader herself; she has also been leading and supporting various Leadership Development Initiatives within large, complex, multinational matrix organisations.  Only by deeply experiencing her very personal life challenges – ‘hitting a wall experiences' –Cathleen was able to redefine her own purpose, deciding to bring ease and content to as many women as possible on the planet!     Find | Cathleen Merkel   At cathleenmerkel.com  On Instagram: @CathleenMerkel  On Facebook: @CathleenMerkelCoaching  On LinkedIn: @CathleenMerkel    Tune in here:   https://apple.co/2CaSQ5K   https://spoti.fi/2XzM4QJ   https://music.amazon.co.uk/podcasts/85d200fb-8e1d-46b3-b550-b00b9666f00f/The-Legendary-Leaders-Podcast   

In dieser Podcast Episode sprechen wir mit Richy Dittrich über die Arbeit an der Börse. Unter anderem geht es darum, dass die Arbeit dort viel mehr als nur "Handel" bedeutet und welche Rollen es eigentlich dort gibt. Richy ist Chief Customer Experience Officer bei der Börse Stuttgart und berichtet dabei aus seinen mehr als 20 Jahren Erfahrung. Mehr zu Börse Stuttgart und Richy: https://www.linkedin.com/in/richard-dittrich-685b8623b/ https://www.linkedin.com/company/boersestuttgart/ https://www.boerse-stuttgart.de/de-DE hyrd: https://hyrd.de/ https://www.instagram.com/gethyrd/ https://www.linkedin.com/company/gethyrd/ https://www.facebook.com/gethyrd/ https://twitter.com/gethyrd get hyrd Podcast: https://open.spotify.com/show/2OHMNxXljWpKs1hU5eDqm2 https://podcasts.apple.com/us/podcast/get-hyrd/id1621089768 https://music.amazon.de/podcasts/d9924d00-9a8d-4882-9b27-b2f4d7fa9e2e/get-hyrd

If you get the human experience right, you'll get the numbers that you need. Customers and employees should never be disconnected in any way, shape, or form, no matter what industry you're in. It is crucial for leaders of organizations to think about how they can create delightful experiences for human beings that engage with their brands. The question is, what is the secret sauce for designing for humans? What does it mean to have an outside-in approach? How do we pull the three concepts of employee experience, customer experience, and brand experience together? Join Shawn Nason and Aarthi Murali as they discuss all this and more. In This Episode (02:11) - What does Aarthi's average week look like? (05:02) - Aarthi's approach to human experience (07:53) - Should the Chief Customer Experience Officer report to the CEO at an organization? (10:17) - The outside-in approach versus the inside-out approach (13:22) - Why Aarthi joined M&T Bank (17:34) - Aarthi's journey and how it influenced her role today as a Chief Customer Experience Officer (22:10) - The advice Aarthi would give to people who want to be in a similar role in the industry (23:35) - What is Aarthi's next big idea? (25:45) - The Combustion Questions What we learned for Aarthi In any industry, you can't decouple customers and employees. The outside-in approach – putting ourselves in an empathetic lens. The further away you go from customer-facing roles, your customers tend to be different. What's most important is to think about beliefs and behaviors. The Chief Experience Officer role should be responsible for pulling together the three concepts of experience: employee, customer, and brand. Notable Quotes [06:25] - “I've been very much on this mission to connect the dots and make sure that when we think about experiences, it's human experiences and designed for humans.” [09:14] - “It's incredibly important that the (Experience Officer) role is empowered, has complete decision rights and has full empowerment to drive the change.” [12:31] - “Experiences are a set of choices that you allow the customers to make that delight them.” [15:29] - “It is very important for every single employee in that journey from front to back to connect to understand their piece of that journey.” [22:11] - “One of the things I would say is incredibly important in any role, especially for this role, would be to have an incredibly open mind and a growth mindset.” Our Guest Aarthi Murali is M&T Banks' first Chief Customer Experience Officer. She focuses on enabling teams across the enterprise to design delightful end-to-end experiences for customers, while building out capabilities to support them. She is a customer fanatic at heart and in practice, and believes that taking an outside-in approach is key to making a difference in people's lives. Resources & Links Aarthi Murali LinkedIn: https://www.linkedin.com/in/aarthi-murali-0a6b90/ Shawn Nason LinkedIn: https://www.linkedin.com/in/nasonshawn/ Instagram: https://www.instagram.com/manonfiresocial/ Twitter: https://twitter.com/manonfiresocial Website: https://shawnnason.com/ MOFI: https://www.mofi.co/ The Combustion Chronicles Podcast Website: https://shawnnason.com/combustion-chronicles-episodes/ Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, AB sits down for an engaging discussion with Thimaya Subaiya, Cisco's SVP, Chief Customer Experience Officer, who shares the hallmarks of a great customer experience and why he believes that consistency is key in every customer interface. Subaiya also discusses what's top of mind as he looks to the future of CX; the importance of allyship to his team's success; and why building furniture helps him relax and connect with his daughters.

In this episode, AB sits down for an engaging discussion with Thimaya Subaiya, Cisco's SVP, Chief Customer Experience Officer, who shares the hallmarks of a great customer experience and why he believes that consistency is key in every customer interface. Subaiya also discusses what's top of mind as he looks to the future of CX; the importance of allyship to his team's success; and why building furniture helps him relax and connect with his daughters.

Mark Seich has many years of experience with major national and super regional P&C carriers in the industry. Starting in early field management roles, then operational roles leading to leadership responsibilities. Prior to joining Berkley Fire & Marine in January 2020 as Vice President of Marketing, Sales & Distribution, he served as regional vice president overseeing distribution responsibility for a 5 state, over $250 million book of personal and commercial lines business. In his current role as Chief Customer Experience Officer, Mark leads the digital transformation of our products, systems, distribution, and overall experience of our agent and broker partners and policy holders. He also leads all marketing and sales driving initiatives through the field teams and our online distribution channel. Mark received his Bachelor's Degree from Indiana University of Pennsylvania, an M.B.A. focused on executive management from Ashland University, and holds the CIC designation. Highlights from the Show Berkley Fire & Marine is the specialty niche market for Inland Marine within W.R. Berkley, including Builders Risk, Truch-based Cargo - basically anything that's property, moving around, in a short-term fashion Mark joined to focus on their digital distribution efforts, but the company realized that the customer experience was a critical success factor in digital, so his role broadened Specialty Commercial hasn't had much of a CX focus so far, especially as compared to Commercial Lines more broadly or especially in Personal Lines That means Specialty can take lessons learned from Personal lines to see where to focus efforts to catch up Unlike Personal or much Small Commercial, Specialty Lines like what Berkley Fire & Marine write is even more distant from the customer or the end user Claims is an area where experience really matters and can ensure an account doesn't get marketed because of the expertise a specialist within Claims brings Not only are the product specialized, the customers for each product are highly specific, making it hard to find scalability in approaches or solutions, and it complicates the persona work for someone focused on customer experience like Mark and his team That means working for find what can be consistent, while also looking for flexibility in any solution to speak to the highly specific needs of each product and segment Looking ahead, there's a need for Specialty to get a push on having more of a CX focus More broadly, what customer buying patterns are, expectations are permeating from personal experiences to commercial and complex experiences, and for most insurers in any line of business, the post-bind experience generally falls off a digital, seamlessness cliff The flexibility in Inland Marine to manuscript and adjust the form for each risk also creates complexities for automation and scalability to make things easier and smoother for customers, brokers and internal resources because each policy may be different and highly-manual This episode is brought to you by The Future of Insurance thought leadership series (future-of-insurance.com) from Bryan Falchuk. Follow the podcast at future-of-insurance.com/podcast for more details and other episodes. Music courtesy of UPbeat Music, available to stream on Spotify, Apple Music, Amazon Music and Google Play. Just search for "UPbeat Music"

Ingunn Bjøru, Chief Customer Experience Officer of Avidly, explains how Avidly has restructured their C-suite and has added and redesigned roles and responsibilities—including a Chief Revenue Officer, a Chief Technology Officer, and a Chief Customer Experience Officer. We learn about the teams these folks both build and manage, the focus areas and points of strategy that fall under their purview, and the impact they drive for the Avidly team, their prospects, and their customers. Ingunn and I also discuss consistency. Avidly has grown substantially through acquisitions and expansion into new regions and countries, so she shares the importance behind consistency, when differences and distinctions between teams is a actually a positive, and how they ensure consistency when it's required knowing the global distribution of the team.

Last year, the Biden Administration issued a series of executive orders directing federal agencies to study and measure the effectiveness of government programs - both for program recipients and the federal workforce that implements them. Specifically, how do these programs perform when measured through the lens of equity and accessibility?This difficult, but necessary, work involves gathering both qualitative and quantitative data, analyzing it, and taking a critical eye to the processes that govern our agencies in order to assess how they can better meet the needs of US citizens. This week's guests are helping to drive this historic effort at one of the broadest-reaching federal agencies: the US Department of AgricultureSimchah Suveyke-Bogin is the Chief Customer Experience Officer at USDA. Nora Johnson, a design strategist at Booz Allen Hamilton, is the former project lead for the Wildland Firefighter Equity Program at the U.S. Forest Service. This episode of the Buzz is sponsored by Booz Allen Hamilton. Learn more at https://www.boozallen.com/. Follow Humans of Public Service on Instagram!Register for ELC 2022 here!Subscribe on your favorite podcast platform to never miss an episode! For more from ACT-IAC, follow us on Twitter @ACTIAC or visit http://www.actiac.org.

In this episode of “The CX Tipping Point Podcast,” Martha Dorris spoke with leaders of High Impact Service Providers and customer experience within their agencies.  The included:Barbara Morton, Deputy Chief Veteran Experience Officer, Department of Veterans Affairs (VA)Niki French, Customer Service Branch Manager, Transportation Security Administration, Department of Homeland Security (DHS)Simchah Suveyke-Bogin, Chief Customer Experience Officer, US Department of Agriculture (USDA) Ken Corbin, Chief Taxpayer Experience Officer and Commissioner for Wage and Investment , Internal Revenue Service (IRS), Department of the TreasuryKimberly Baldwin-Sparks, Chief Business Officer, Social Security AdministrationBianca Fitzpatrick, Deputy Chief, Digital Services Division, US Citizenship and Immigration Service (USCIS), DHSLaShonda Hodge, Customer Experience (CX) Lead, IT Modernization Centers of Excellence, General Services Administration (GSA) In this podcast, learn how the Government's Customer Experience (GovCX) Framework is interconnected and complementary.  The GovCX Framework includes the:President's Management AgendaExecutive Order 14058, Transforming Federal Customer Experience and Improving Service Delivery to Rebuild Trust in Government signed on December 13, 2021Section 280 of OMB Circular A-11, Managing Customer Experience and Improving Service Delivery and 21st Century Integrated Digital Experience Act (IDEA), passed in December 2018How has the GovCX Framework accelerated the focus on transforming government services that put people at the center and delivering digital first but not digital only services to all? The agencies represented on this episode of the podcast serve hundreds of millions of people across the country and around the world. These include serving veterans, their families, caregivers and survivors; taxpayers, small and large businesses; beneficiaries of social security; farmers, ranchers and producers; families, immigrants; the traveling public; and more.  Every HISP is at a different level of maturity in their CX journey. Learn from these CX leaders across the government about: How the GovCX Framework has enabled or will enable them to transform government services.Themes that run across the GovCX Framework and how they are enabling improvements, including:How human-centered design and voice of the customer programs have created aha moments that matter to their customersExamples of successes/improvements they have made to meet the needs of underserved communitiesExamples of agency partnerships to provide services to the public during key life events (e.g., navigating from active military to civilian life, surviving a disaster and successfully providing economic impact payments (EIPs)).  How will the government address Priority Life Events in the future?The importance of addressing employee experience as we move towards the workplace of the future.

March is Fraud Prevention month!In the March edition of Shop Talk Podcast, we're talking about fraud prevention.Al's co-host is Yale Holder, VP CEx at Moneris. They talk about the importance of fraud prevention for your business.In the featured interview Al speaks with the Chief Customer Experience Officer at Kount, Rich Stuppy about fraud trends. Rich also provides valuable tips and insights on how you can protect your business from fraud.Also in this episode:Shawn Cologna, Director of Business Banking Fraud at BMO with some insightful data about fraudDaniel Trunzo, VP Portfolio Management & Enterprise Risk Management at Moneris answers the question, “What are some easy and affordable ways to protect my business from fraud?”Amanda Ibrahim, Communications Specialist at Moneris with a rundown of March's events calendar.Upcoming Events:March 7: Moneris CFO Winnie Leung at Dress For Success Toronto: Your Hour, Her Power (toronto.dressforsuccess.org/ for tickets)March 11: Integrated eCommerce Essentials (ICE) Workshop by the Greater Vancouver Board of Trade (boardoftrade.com/events for tickets. Use the code: MONERISICE at checkout for full bursary)March 23: Second cohort of eCommerce North (ecommercenorth.ca/ for more details) 

 In this episode of The CX Tipping Point Podcast, Martha Dorris talked with Simchah Suveyke-Bogin, the Chief Customer Experience Officer at the US Department of Agriculture. Simchah describes how leveraging the principles of CX increases trust in USDA's products and services and in the government. While Section 280 of OMB Circular A-11 provides a methodology for measuring trust, she will be thinking about how to baseline trust in the most used USDA's services and working to move the needle on trust. One approach is by better understanding your users through human centered design (HCD). HCD improves the success in creating trusted, seamless and efficient services. Customer experience encourages you to bring together people from all disciplines, from user experience to product designers to information technologist while focusing on the customer. As a Chief Customer Experience Officer, Simchah's role is to ignite change in service delivery across the agency. USDA has more high impact services than any other department with over 100k employees and offices across the country and around the world. This is not a small job. They continuously listen to their customers, measure improvements in service delivery, leverage data and engage with the public in smart ways. In addition, identifying priority life experiences where the public may need services from multiple agencies or across the agency will improve the public's overall experience with government.  Learn about these areas and more in this podcast with Simchah Suveyke-Bogin, the USDA Chief Customer Experience Officer.Office of Customer Experience Telework Survey Insights Report 2021 

Callie Field is the Executive Vice President and Chief Customer Experience Officer of T-Mobile. After graduating from Texas Tech University with a Master of Business Administration degree and a Juris Doctor degree, Callie joined T-Mobile as a frontline employee selling cell phones to customers. After rising through the company's ranks over the past 18 years, Callie leads a team of digital technologists and 30,000 experts in customer experience. She also serves as the executive sponsor of T-Mobile's Multicultural Alliance Network, where she advocates for the company's diversity, equity, and inclusion efforts. Callie joins me today to share her journey from working as a frontline employee at T-Mobile to leading a team of more than 30,000 customer experience experts. She discusses why it's important for her to connect with customer-facing employees at T-Mobile and highlights how improving customer experience starts with happy employees. She explains what 5G is in addition to how it can help impoverished communities and promote diversity and inclusion. Callie also shares her advice for young women who find themselves struggling in their careers. “You can have the greatest tech in the world, but if you don't have relationships with the people who promote your product and talk to your customers, you're going to miss the mark.” - Callie Field This week on Girls in Tech: Cultivating a culture of connection at T-Mobile How Callie “grew up” in T-Mobile and how she progressed to becoming Chief Customer Experience Officer How Callie's bringing her passion for civil rights into T-Mobile Appreciating hustle and grit, and why young people should give themselves time to grow in their careers How tech is transforming and improving customer experience Using machine learning and AI for connection while maintaining the human element Callie's advice for women in tech who are interested in T-Mobile Related Content: Blockchain! Connect with Callie Field: T-Mobile T-Mobile on LinkedIn T-Mobile on Instagram T-Mobile on Facebook T-Mobile on Twitter Callie Field on LinkedIn Callie Field on Twitter Email: callie.field@t-mobile.com Inspiring Girls in Tech...One Conversation at a Time Thanks for tuning into this week's episode of Girls in Tech. If you enjoyed this episode, please subscribe and leave a review wherever you get your podcasts. Apple Podcasts | TuneIn | GooglePlay | Stitcher | Spotify | iHeartRadio Be sure to share your favorite episodes on social media to help us reach more listeners, like you. Join us on Facebook, Twitter, Instagram, and LinkedIn. For more exclusive content and information, visit our website.

Callie Field is the Executive Vice President and Chief Customer Experience Officer of T-Mobile. After graduating from Texas Tech University with a Master of Business Administration degree and a Juris Doctor degree, Callie joined T-Mobile as a frontline employee selling cell phones to customers. After rising through the company's ranks over the past 18 years, Callie leads a team of digital technologists and 30,000 experts in customer experience. She also serves as the executive sponsor of T-Mobile's Multicultural Alliance Network, where she advocates for the company's diversity, equity, and inclusion efforts. Callie joins me today to share her journey from working as a frontline employee at T-Mobile to leading a team of more than 30,000 customer experience experts. She discusses why it's important for her to connect with customer-facing employees at T-Mobile and highlights how improving customer experience starts with happy employees. She explains what 5G is in addition to how it can help impoverished communities and promote diversity and inclusion. Callie also shares her advice for young women who find themselves struggling in their careers. “You can have the greatest tech in the world, but if you don't have relationships with the people who promote your product and talk to your customers, you're going to miss the mark.” - Callie Field This week on Girls in Tech: Cultivating a culture of connection at T-Mobile How Callie “grew up” in T-Mobile and how she progressed to becoming Chief Customer Experience Officer How Callie's bringing her passion for civil rights into T-Mobile Appreciating hustle and grit, and why young people should give themselves time to grow in their careers How tech is transforming and improving customer experience Using machine learning and AI for connection while maintaining the human element Callie's advice for women in tech who are interested in T-Mobile Related Content: Blockchain! Connect with Callie Field: T-Mobile T-Mobile on LinkedIn T-Mobile on Instagram T-Mobile on Facebook T-Mobile on Twitter Callie Field on LinkedIn Callie Field on Twitter Email: callie.field@t-mobile.com Inspiring Girls in Tech...One Conversation at a Time Thanks for tuning into this week's episode of Girls in Tech. If you enjoyed this episode, please subscribe and leave a review wherever you get your podcasts. Apple Podcasts | TuneIn | GooglePlay | Stitcher | Spotify | iHeartRadio Be sure to share your favorite episodes on social media to help us reach more listeners, like you. Join us on Facebook, Twitter, Instagram, and LinkedIn. For more exclusive content and information, visit our website.

This episode's speaker is Melissa Jurkoic, Chief Customer Experience Officer, Addapptation. With over twenty years of experience in the tech industry, Melissa will guide you through the main steps when implementing next-gen technologies to make your customers happy. 

Several top companies today are product-led companies. This includes the likes of Atlassian, Slack, Zoom, and Freshworks. What does it really mean to be a product-led company? Does product-led growth work for all startups? How do you design your outbound sales motion if you started with a product-led, inbound growth strategy? In today's episode of The Orbit Shift Podcast, Stacey Epstein, the Chief Marketing Officer of Freshworks Inc. answers all these questions and more. Stacey joined Freshworks in March to lead the company's marketing organization. She oversees growth marketing, product marketing, branding, corporate marketing, communications, and analyst/ public relations at Freshworks.  Get $10,000 free credits to use Freshworks products (including the brand new Freshworks CRM packed with AI-based lead scoring, phone, email, activity capture, and more) by joining the Freshworks for Startups program. Click here to check eligibility. About the GuestStacey Epstein is the Chief Marketing Officer (CMO) at Freshworks Inc. She leads our global marketing organization including Growth Marketing, Product Marketing, Branding, Corporate Marketing,  Communications, and Analyst/Public Relations. Stacey brings more than 25 years of industry experience in growing iconic SaaS brands like SuccessFactors and ServiceMax through hyper-growth, acquisitions, and IPOs. Most recently, she was CMO and Chief Customer Experience Officer at ServiceMax - a position she returned to when Zinc, where she was CEO, was acquired by ServiceMax in 2019.Before Zinc, Stacey was CMO at ServiceMax, where she joined the founding team and led the marketing function through six years of triple-digit growth. She also was head of marketing at SuccessFactors for six years and was instrumental in the company's IPO in 2007, as well as its acquisition by SAP later. She currently serves on the board for Litmus and CircleCi. She's also a prolific author and is a fierce advocate for women in the workplace. Sign up for regular updates from The Orbit Shift Podcast.The Orbit Shift Podcast is powered by Freshworks Inc, a global SaaS company headquartered in San Mateo, California. If you enjoyed listening to this podcast, consider giving us a five-star rating on Apple Podcasts. Host and Producer - Jayadevan PKAssistant Producer - Shashwath JAudio Engineer - Rajesh Subramanian  

In his 10+ years at Comcast Cable, Tom Karinshak has helped craft great customer experiences in both the digital and in-person worlds. On this episode, he tell us his secrets to crafting a great CX, and how he thinks about innovation and the future of customer experience.3 Takeaways:Employee experience is a key to unlocking and improving customer experience. Your employees are the face of your company, and the key to customers having a great interaction.CX leaders need to embrace customer feedback - and have thick skin. In order to prived the best experience, you need to be willing to hear the worst feedback.It's not enough to play it safe. Customer experience leaders need to be willing to lead out front, even when it's risky, because consumer expectations are always increasing.Key Quotes:“We operate in an incredibly dynamic and competitive marketplace. There are a lot of choices that are out there for our customers...and we recognize that and that's why we work so hard.”“Guess what? If the employees have the best tools possible, they can focus on the customer experience when they need to and how they're creating that when they're providing customer service. Because of that, I don't have them having to worry about, some of those other things that decrease work productivity.""As a CX leader, you have to immerse yourself in those experiences. You have to get others to immerse yourselves in those experiences."Thank you to our friendsThis episode is brought to you by IBM. If you are responsible for Customer Experience, they've created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.Bio:Tom Karinshak serves as Executive Vice President and Chief Customer Experience Officer for Comcast Cable. In this role, he oversees all of customer experience including customer care strategy and operations, phone, chat, and social media agents, and field operations strategies and teams, working together to ensure we deliver a simple, consistent, and excellent customer service experience each and every time. Tom and his team also oversee employee tools and innovation, and the implementation of new and innovative digital technologies to meet and exceed our customers' needs and expectations.Tom joined Comcast in 2010 and has more than 25 years of leadership experience with multi-service providers and leading consumer brands. Before joining Comcast, Tom served as Managing Director and Customer Experience Director for Barclay's Bank of Delaware, where he designed and built a top talent customer experience, marketing, and operations organization. Prior to Barclays, Tom was at AOL, where he held a variety of senior leadership roles across the marketing and operations departments.He also served on active duty with the U.S. Army for over six years as a Combat Engineer Captain. Tom holds a B.S. in Civil Engineering from the United States Military Academy at West Point and an M.S. in Engineering Management from the Missouri University of Science and Technology.

We continue our series on leadership during uncertainty. When things become uncertain, what's the first thing we look for? Answers. We'll look anywhere, online on forum websites we've never heard of, over the phone talking to an agent we don't know, or on the driveway talking to a neighbor we don't like. How do you ensure exceptional service to answer those questions not only in times of uncertainty, but in any situation? Rosetta Lue joins me to share her personal experience. Rosetta is Principal Consultant at GovCXP, and has served as Chief Customer Experience Officer for the City of Philadelphia as well as Senior Executive at the US Department of Veteran Affairs. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.