Podcasts about chief customer experience officer

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.

Fast zehn Jahre lang hat man mit Anleihen keinen Blumentopf, geschweige denn eine positive Realverzinsung gewinnen können! Dafür sorgten die Notenbanken, die massiv Anleihen aufkauften und damit die Renditen drückten. Nach so langer Abstinenz vom Bondmarkt darf man schon bei Anleiheinvestments außer Übung sein. Höchste Zeit also sein Wissen über Bonds mit Richard Dittrich, Chief Customer Experience Officer bei der Börse Stuttgart aufzufrischen. Seine Eingangsworte sind ernüchternd: „Wer findet, dass Aktien komplexe Veranlagungsinstrumente sind, der hat sich noch nicht mit Anleihen beschäftigt.“ Die Schwierigkeit fängt schon damit an, dass es viel mehr Anleihen als Aktien und das in allen möglichen Variationen gibt. Alleine an der Börse Stuttgart werden über 20.000 Anleihen gehandelt, wobei Privatinvestoren viele dieser Wertpapiere nicht kaufen können. Damit sich der überforderte Bond-Investor hier noch zurecht findet haben Börsen, Broker und Finanzplattformen ein entsprechendes Anleihenselektions-Tool. Bei der Börse Stuttgart ist es der „Anleihen-finder“. Zunächst einmal hakt man „Für Privatanleger“ an. Damit wird das in Frage kommende Anleiheuniversum schon beträchtlich kleiner, da die EU viele Papiere wegen ihrer Komplexität Privatanlegern von vornherein vorenthalten will. Richy empfiehlt Anleihe-Einsteigern, mit einer in Euro notierten Anleihe zu beginnen, um nicht auch noch ein Wechselkursrisiko einzugehen. Das hat man zwar auch bei Aktien. Doch im Gegensatz zu Aktien, wo man selbst bestimmen kann, ob man bei einem ungünstigen Währungsstand verkaufen möchte oder sie doch noch weiter behält, steht bei Anleihen das „Ablaufdatum“ von vorne herein fest. Der Wechselkurs zu diesem Zeitpunkt gilt. Die Fremdwährung für diesen Zeitpunkt abzusichern ist allerdings auch nicht umsonst. Was Richy noch empfiehlt ist, nicht nur auf die Rendite zu schauen, die sich aus dem Kurs- und Zinsgewinn ergibt. Die Rendite kann sich aus einem hohen Kursgewinn ergeben, weil der Wertpapierkurs weit unter der Nominale steht. Doch was nützt mir dieser fiktive Gewinn beim Verkauf, wenn der Emittent der Anleihe kurz vor Insolvenz steht. Daher sollte man auch die Bonität der Anleihe im Auge haben, wie hoch also die Wahrscheinlichkeit ist, dass der Schuldner das Geld, dass ich ihm geliehen habe, auch zurückbezahlen kann. Hier sollte man bei Anleihen Vorsicht walten lassen, die nur zu 80 Prozent und weniger der Nominale notieren. Die Nominale ist der Wert, der am Ende der Fälligkeit abzüglich Gebühren zurückbezahlt wird. Grundsätzlich seien Anleihen vor allem für die Entnahmephase interessant. Wenn ich mir beispielsweise in der Pension Anleihen mit unterschiedlichen Fälligkeiten zulege, sodass Papiere nacheinander auslaufen. So kann ich mir ein regelmäßiges passive Einkommen auszahlen. Weitere Tipps für den Anleihenkauf und warum sich in seinem persönlichen Portfolio derzeit keine Anleihen befinden verrät Richy Dittrich in der aktuellen Folge der GELDMEISTERIN. Den Gratis- Anleihe-Finder der Börse Stuttgart findest Du übrigens unter https://www.boerse-stuttgart.de/de-de/tools/produktsuche/anleihen-finder/ Viel Vergnügen bei der Anleiheauswahl wünscht Julia Kistner  ´  Risikohinweis: Das sind keinesfalls Empfehlungen, sondern nur persönlichen Gedanken. Julia Kisnter übernimmt keinerlei Haftung die daraus erwächst, dass man entsprechend Ihrer Medienbeiträge Investments tätigt. Musik- & Soundrechte: https://www.geldmeisterin.com/index.php/musik-und-soundrechte/ #Anleihen #Vorsorge #investieren #Aktien #Bonds #podcast Foto: Börse Stuttgart /Bearbeitung Geldmeisterin   --- Send in a voice message: https://podcasters.spotify.com/pod/show/geldmeisterin/message

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

In season 2 we interview business angels investing in European EdTech startups to understand their investment thesis, what advice they would give startups seeking funding and how founders should approach these types of investors. In this episode: We interview Erensah Ayanlar, who is the Chief Customer Experience Officer at Mesmerise, a company delivering immersive experiences in VR. She has a passion for food & education and is an angel investor in 16 companies, of which 25% is in EdTech. We talk about: Education in the metaverse, why use of communities is critical, rethinking measures of success in the current investment climate, how geographical boundaries are less relevant for investment networks, how to select your investor and lots of other tips for founders. Are you an EdTech investor interested to be on the show or do you have recommendations for investors we should talk to? Let us know! Stay tuned over the next months for investment stories and tips to demystify angel funding. The EdTech Garage is a network for early-stage European EdTech startups where founders can scale up faster through the founder community, matchmaking and specialized resources. In this podcast series we interview startup founders & players supporting early-stage EdTech startups from across Europe. We get straight to the point in 20 minutes and publish new episodes roughly every 2nd week. You can find the transcript from each podcast on the site below. • Join the network on edtechgarage.org • Follow us on Linkedin (www.linkedin.com/company/edtechgarage/) Host: Frank Albert Coates

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) 

José Fernandez est Chief Customer Expérience Officer chez D'Ieteren. Dans cet épisode, il nous éclaire sur les enjeux actuels du secteur de l'automobile face aux questions de la mobilité et au développement rapide de la technologie. La technologie qui impacte l'expérience du consommateur dans le véhicule mais également dans le processus de décision d'achat. José Fernandez is Chief Customer Experience Officer bij D'Ieteren. Hij zal het hebben over de uitdagingen in de automobielsector op vlak van mobiliteit en de snelle technologische evoluties. De technologie heeft een impact op de consument, niet alleen wanneer hij de auto bestuurt maar ook bij het nemen van de beslissing van de aankoop van een wagen.

 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.

In our last episode of the year we talk with Nokia's chief customer experience officer, Ricky Corker, an Aussie expat in North California who talks about how he sees the state of telecoms as we head into 2022. We also catch up on the week that was with Rohan Pearce and Simon Dux. See you early next year!  

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. 

In the sixth episode of No Hype, Allyson and Devon meet Lynn Schlesinger, former CMO and newly appointed Chief Customer Experience Officer at Forbes. As the first publisher featured on the podcast, Schlesinger discusses her role of delivering growth by connecting with customers across the brand, and her experience of creating new surprises and bringing them to market. Get more information at nohype.neustar. --- Send in a voice message: https://anchor.fm/no-hype/message

Meet Norman Wright, Executive Vice President and Chief Customer Experience Officer at UnitedHealth Group. Norman, a long-time friend of McChrystal Group, brings a calm, analytical mind and 34 years of experience to the conversation with Stan and Chris. Norman speaks to the protests following George Floyd's murder, shares what it was like to fight against the war that is COVID-19, and how he thinks about balancing the risk of healthcare transformation when change is needed.

Meet Norman Wright, Executive Vice President and Chief Customer Experience Officer at UnitedHealth Group. Norman, a long-time friend of McChrystal Group, brings a calm, analytical mind and 34 years of experience to the conversation with Stan and Chris. Norman speaks to the protests following George Floyd's murder, shares what it was like to fight against the war that is COVID-19, and how he thinks about balancing the risk of healthcare transformation when change is needed.

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  

Bill Anderson has a fascinating mind and a career marked by his time as a CIA analyst, a university professor, and an entrepreneur. Today, he's the Chief Customer Experience Officer at First National Bank, a 136-year-old organization. In episode 55, Bill joins host John T. Meyer to discuss how curiosity has shaped his leadership journey, the tools he picked up along the way, and how entrepreneurs (as well as intrapreneurs) can recognize fear and resolve anxiety.How Bill got here (02:49)The through lines of Bill's career (9:20)An anecdote about anxiety (23:10)Bill's fuel light (31:36)Bill's guiding lights (34:33)Rapid-fire with Bill (44:42)-----Follow John T. MeyerFollow Leadmore on InstagramFollow Leadmore on TwitterSubscribe to the Leadmore newsletterJoin the Leadmore Community

Welcome back to America's leading higher education podcast! In this incredible episode of The EdUp Experience, sponsored by MDT Marketing, we are honored to bring Melissa Loble, Chief Customer Experience Officer at Instructure! Melissa brings in the critical perspective of the changing student buying habits during the pandemic, which should continue post-pandemic. She defines that the "customer" for Instructure is the institution, the faculty, the staff, and the students. She discusses how to balance clashing user needs, which includes prioritizing what is built for Canvas based on what's happening in the world around us. The student first shift has resulted in a concurrent user increase of approximately 4M during 2020. Institutions of higher education need to deliver on their expectations, there is much less tolerance for outdated and clunky technology - and Melissa predicts that online learning will see more robust synchronous pieces moving forward. Melissa leads Instructure's customer success, services, and partnership organizations. She's a champion for crucial customer-focused topics like data usage and privacy—and it's her personal mission to drive innovation in our customer experience and enable customers to leverage our solutions in engaging and effective learning environments. Melissa has spent 20 years in educational technology working for a number of technology suppliers and educational institutions, as well as teaching leadership courses on managing technology for educational change. She has a master's degree in educational policy from Teachers College, Columbia University and an MBA from Columbia Business School. Another episode sponsored by our great friends at MDT Marketing! Get your free marketing consultation today! mdtmarketing.com/edup Thanks so much for tuning in. Join us again next time for another episode! Contact Us! Connect with the hosts - Elvin Freytes, Elizabeth Leiba, and Dr. Joe Sallustio ● If you want to get involved, leave us a comment or rate us! ● Join the EdUp community at The EdUp Experience! ● Follow us on Facebook | Instagram | LinkedIn | Twitter | YouTube Thanks for listening!

In this episode, we sit down with Bill Lentsch, Chief Customer Experience Officer at Delta Air Lines. Delta and healthcare have much in common since both industries are highly regulated, competitive, and have a dependence on data and its accuracy. Bill shared his views on structuring the customer experience role, operating a customer-centric organization, and more.

 “Most of my career I’ve spent in the media and entertainment industry or technology. I think what’s so interesting about media and entertainment is how it has infiltrated other sectors as well. … It’s the primary way that we communicate today.”  – Kathy-Anne McManus, Chief Customer Experience Officer & Strategic Vice President at Avid   Welcome to OneTAKE Live! In this episode, host Ian Barkin sits down with Kathy-Anne McManus, chief customer experience officer and strategic vice president at Avid, to discuss the brave new world of digital customer experience (CX), what it takes to innovate process and strategy alongside technology, and the cultural shifts that will need to happen to get there. Don’t miss it!   True companywide digital transformation requires much more than just upgrading front-end technology or adopting flashy new digital tools, it’s a whole-company realignment — a cultural shift — that starts from the top down. To succeed, enterprises will need to begin not only reconsidering organizational strategy in the context of digital capability, but also how the experiences of customers will transform along the way.   “Our digital transformation journey — there’s not a single piece of our business or a single employee that will not be impacted in a positive way — it touches everyone in the company,” Kathy-Anne explains. “It’s continuing to innovate, but we have to have a user experience strategy. And it’s wise now to get the customer voice, not just through support and, ‘oh I’ve got a problem and I need it fixed.’ We want the voice in every step of that journey … that’s actually quite a cultural shift, right? Because now, you’re thinking about everything that you do — the impact to the customer. … The innovation in that user experience is now equally as important in the company (as the technology), and that’s what we’re working on.”   A multimedia expert, Kathy-Anne previously worked as a leader for major corporations like Adobe and Ericsson before bringing her extensive talents to Avid. As a leader, she has remained continually committed to promoting, growing, and expanding digital capability in the CX space.     Join us and learn more about what it takes to transform both employee and customer experiences through technology on this episode of OneTAKE Live!  Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    Avid (Twitter)     

Engati is the world's leading multilingual Digital CX platform. It is a one-stop platform for powerful customer engagements. With our intelligent bots, we help you create the smoothest of customer experiences, with minimal coding. And now, we're even helping you answer your customers' most complicated questions in real-time with Engati Live Chat. Website: https://www.engati.com/ Blogs: https://engati.com/blog Check out our CX Library- CX Community page : https://www.engati.com/cx-community CX Content page : https://www.engati.com/cx-content YouTube Interview series: https://www.youtube.com/playlist?list=PL05g56Qg9-goNEUmZlGGPHWfVjQRPpwr4 SoundCloud Interview series: https://soundcloud.com/user-670584022/tracks Spotify Interview series: https://open.spotify.com/show/3G0uQwPnQib22emRi9VhUg https://www.linkedin.com/in/nnenna-ijeoma-okeke-ccxp-b879a11a/ Nnenna Ijeoma Okeke, Chief Customer Experience Officer at SV Gaming Limited, talks to us about which contact center metrics have become more important considering the shift in digital technologies used, and what kind of metrics a contact center can track and how the unstructured data, exchanged during the call, provide actionable insights. Check out the 200 CX Thought Leaders to follow for 2021 - http://s.engati.com/2z9 Follow us on- Facebook: https://www.facebook.com/getengati LinkedIn: https://www.linkedin.com/company/engati/ Twitter: https://twitter.com/getengati Instagram: https://www.instagram.com/getengati/ Talk to us: contact@engati.com #EngatiCX #CX #AI

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.

In any organization, EVERYONE is responsible for the customer experience. However, the latest evidence clearly shows that it is of such great importance that the CEO — even the Board of Directors — must consider it as “job #1.” On today’s PROJECT DISTINCT, Scott McKain provides the evidence and reasoning behind why delivering an “Ultimate Customer Experience ®” is the single most important thing any business does, regardless of its size or number of employees. Learn more about your ad choices. Visit megaphone.fm/adchoices

Mike O'loughlin speaks with Stacey Pennicott, Chief Customer Experience Officer at RACT.

"The thing is, you're never done learning," says Michael Kuenne, in our conversation about aligning to meet customer expectations, improving quality assurance, and the importance of hiring. Michael is the Chief Customer Experience Officer at Extended Stay America, a hotel chain across the nation that offers guests the opportunity to book their stay for a day, a week, or a month. Though Michael has only been in this role for a year, his exposure to different facets of work in financial services and technology consulting had a profound impact on the way he currently views his work. We talk about how he helps the hotel improve its operational excellence.

Description:  Digital future - how Stewart thinks mobile is going to change the way we interact with both private and public transportation infrastructure. We'll talk about the frictionless experience for the consumer in the modern digital age Physical and digital mobility hubs NJ Transit's “Innovation Challenges” Mobility as a service

Marketplace Risk’s Elle Tucker talks to Rich Stuppy, Chief Customer Experience Officer at Kount, about the rapidly changing face of fraud, especially in a year when more and more people are using platforms. Rich’s role at the ‘coal face’ of fraud innovation means he has a unique view on this world, and a firm belief that beating fraud isn’t just a money-saving exercise, but for the greater good. In this thought-provoking conversation, Rich talks about how he got into fraud prevention, how he identifies new and emerging threats and trends, and what about this space inspires him the most.

In this Special Edition of the Kount 5 in 5 Podcast, we do a deep dive on changes in Visa and MasterCard fraud rules and how merchants can avoid new costly fines, with Rich Stuppy, Chief Customer Experience Officer at Kount. #Kount5in5

In this week's episode of Digital Careers Meets, my guest is Sydney, Australia-based Richard Spencer, Digital Entrepreneur and now Chief Customer Experience Officer for Business Australia.   We discuss: ‘Hiring Digital Entrepreneurs'.   In this episode we cover:   What makes a great digital entrepreneur and the motivations for becoming one? Cultural challenges for digital entrepreneurs switching to bigger companies Why more companies should hire digital entrepreneurs and overcome unconscious bias Richard also discusses what he's most excited about in digital And makes his bold prediction about the digital future   My thanks to Richard for being part of Digital Careers.   Looking to hire within digital? Get in touch with me on guy@bartonrock.com or visit my website www.bartonrock.com 

During this period of rapid change, how does cable and media giant, Comcast, weave customer and employee experience into the fabric of business processes and operations? To learn more, we speak with Tom Karinshak, the Executive Vice President and Chief Customer Experience Officer for Comcast Cable.Read the full transcript: https://www.cxotalk.com/episode/customer-experience-transformation-comcastTom oversees all of the company’s customer experience operations, including Comcast’s Net Promoter System (NPS) functions, to ensure the company delivers a simple, consistent, and excellent customer service and customer care. As part of his role, he leads all call center operations including phone, chat, and social media agents, focused In this episode, we discuss:-- Impact of the global health crisis on Comcast-- Work from home demand on Comcast-- Measuring customer satisfaction with NPS (Net Promoter Score)-- How to improve the employee experience-- Transforming technical support at Comcast-- Impact of customer experience on remote work from home-- Simplifying complex marketing messages-- Role of CIO and IT in customer experience-- Importance of employee experience at Comcast

During this period of rapid change, how does cable and media giant, Comcast, weave customer and employee experience into the fabric of business processes and operations? To learn more, we speak with Tom Karinshak, the Executive Vice President and Chief Customer Experience Officer for Comcast Cable.Read the full transcript: https://www.cxotalk.com/episode/customer-experience-transformation-comcastTom oversees all of the company’s customer experience operations, including Comcast’s Net Promoter System (NPS) functions, to ensure the company delivers a simple, consistent, and excellent customer service and customer care. As part of his role, he leads all call center operations including phone, chat, and social media agents, focused In this episode, we discuss:-- Impact of the global health crisis on Comcast-- Work from home demand on Comcast-- Measuring customer satisfaction with NPS (Net Promoter Score)-- How to improve the employee experience-- Transforming technical support at Comcast-- Impact of customer experience on remote work from home-- Simplifying complex marketing messages-- Role of CIO and IT in customer experience-- Importance of employee experience at Comcast

This week's top-5 trends: fast food payments are changing during the pandemic; brands cut their workforces as they shift to eCommerce; retailers prepare for holiday supply and demand shortfalls; connected car commerce and fraud pick up speed; and how the LA Dodgers are leading businesses in the push for contactless payment, with Kount's Chief Customer Experience Officer, Rich Stuppy. #Kount5in5

In der heutigen Folge SUMMA sprechen wir mit Richard Dittrich, dem Chief Customer Experience Officer der Börse Stuttgart und Moderator des Formats „Frag Richy“ auf Youtube. Im Podcast sprechen wir über die Grundlagen der Börse, ihre Veränderungen in den letzten 20 Jahren, dem Neukundenzuwachs durch Corona, und auch darüber, was Kryptowährungen mit Twitter zu tun haben. Darüber hinaus reden wir auch über seine Leidenschaft, Zusammenhänge an der Börse, zu erklären und seinem großen Interesse Jugendliche, für Finanzthemen zu begeistern.

Aarthi is a long-time friend and we had an amazing conversation - she is such a breath of fresh air in the customer experience (CX) space; she is practical, strategic, and knows how to connect CX to business results. This is a monster of a show and we cover a ton of topics. It's a longer one than usual, but you're going to learn from Aarthi throughout the entire conversation. Aarthi and I talk about her journey to being a CX leader, from her youth being curious about people and their backgrounds, to becoming a Chief Customer Experience Officer (CXO); her view on how CXOs can bring an organization together toward a common purpose; the core tenets of CX; the evolution of CX and the impact COVID has had on her team at M&T Bank; her job as a CXO and what it takes to excel in the role; and the role technology plays in CX. Aarthi and I also talk about the connection of CX with Employee Experience, and she provides thoughtful, amazing advice for other female professionals, including other women of color, and how that translates into the CX context. I hope you enjoy this episode as much as I have. I was so impressed that I opened an account with M&T Bank!

Today, we talk with Sergio Frias, the president and CEO of The Federation of Canadian-Brazilian Businesses and Chief Customer Experience Officer at The Chartered Institute of Marketing Management of Ontario. We begin our conversation with Sergio sharing his career path, he highlights how he developed his passion for customer experience, no matter where he worked. He shares how he developed a unique customer experience program, NICE (Nurturing Insights about Customers Expectations), and we talk about it more in depth. We break down the 8 components of NICE: Context, Benchmarking, CX Mapping, the Essence of NICE, the Dream of the Customer, Triple Organization, Knowledge Sharing, The Right People at the Right Place, and The True Meaning of Service. Listen to the full podcast episode to understand what are the key underlying principles to improving your customer service and why customer service should be the focus for companies as they recover from the COVID-19 crisis.Sergio’s Background 0:58The “Why” and “How” of Sergio’s CX Program 4:50The 8 Components of NICE 9:20Implementing NICE 18:34“ If you want, the job is yours -- you’re going to be the owner of this business. So you buy, you sell, you do everything. All the logistics, distribution, everything. That was a great opportunity for my career. I was not really thinking about CX, but the more I got into that, I realized that I know how to do it, because of the many years working with customers and always being concerned about how to get the customers what they needed, I realized that that was an amazing thing.” 2:41Reach out to Sergio: sergio.friasrb@gmail.com

Ian Reynolds is a Partner and Chief Solutions Architect at Zibtek, a software development firm focused on helping businesses of all sizes in the United States solve their core problems with software. They empower entrepreneurs, growth companies, enterprises and visionary firms to achieve greater profitability and efficiency, valuation and ultimate success by building the right tools through custom software.   Ian has spent the better part of his career in consulting and has served in diverse industries as Finance, Oil and Gas, Retail Power, Field Services, Midstream Energy, Healthcare, Pharmaceuticals, Transactional Finance, Mergers and Acquisitions, Restructuring, e-commerce, Retail and software development. Questions Could you share with us a little bit about your journey, which, by the looks of your bio, has been quite an extreme journey? You pretty much have dipped into all industries from private to public sector. So share with us a bit about your journey and how it is that you got to where you are today, being the Chief Solutions Architect and Partner at Zibtek. Can you tell us a little bit about what Zibtek offers? What problems is Zibtek solving for their customers? What are some things that we could do to make the channels easier for the customers, less effort for them to exert, less friction? Could you share with us maybe what you think the future of automation looks like for a business? Can you share with us how you think technology has disrupted the business industry and how it will continue to do so? Can you share with us how do you stay motivated everyday? Can you share with us what's the one online resource, tool, website or app that you absolutely can’t live without in your business? Can you share with us one or two books that have had the biggest impact on you, either a book that you've read recently or a book that maybe you read a very long time ago, but it still has had a very big impact on you? Can share with us what is one thing that's going on in your life that you're really excited about, either something that you're working on to develop yourself or your people? Where can they find you online? Could you share with us a quote or saying that during times of adversity or challenge, you tend to revert to this quote or saying, because it helps to refocus you and just help you to be channeled back on what it is that you're working on? Highlights Ian shared that he has had the opportunity to see a lot of industries, and he thinks part of that started very early on. He was at a number of startups right out of college; he has launched 8 different products to market, saw the gambit and then did the MBA route, then jumped into consulting. So, right after the MBA, immediately sort of wanted to go into something that would let him see a lot of industries, a lot of verticals.   And in consulting, he had the opportunity to do that both on the I.T. side and on the finance side. So, really, just one option, he sort of expand his horizons, these sort of things. Ultimately wanted to get back to doing his own thing and found a business Zibtek and acquired 50% of it and that's 3 years now.   Ian shared that they started as a product company 15 years ago and ultimately grew to the point where they wanted to sell the business. And then after 5 years of growing that product, sold it and then for the last 10 years, they have been providing services to the marketplace for folks who maybe don't have an engineering team in-house or don't have the engineering competency in-house, but need expertise to build out software or build out a solution that's either custom fit for their business or adapt the same existing technology for their business. That's primarily what they do.   Me: Could you give me an example of something that you've done to solve your customers’ challenges? Software that maybe you've created that’s solving that issue?   Ian shared that they have a client that is in the healthcare space and they are running around doing prospective studies for people who have had sort of strong medical procedures and they needed a way to capture data that wasn't menial. So, before they're using clipboards and paper and using telephones and dialing out and doing all that stuff manually with a large team of people to get that perspective data. Zibtek built a solution that automates all of the follow ups, keeps it the data hipper compliant.   And then also helps them basically have the patient groups be blocked in effectively, statistically randomized ways. And it did a couple of things. And this is how it ties back to the sort of the customer experience. By automating sort of the manual process and then also removing that human element. It actually made it so that the patients who had just gone through these procedures and had opted into these studies were more likely to respond because it was on a medium, on their phone or computer that was much friendlier to their time. Much more intuitive to interact with and can be done in maybe 5 minutes.   Me: So, it's almost like you created like a specialized CRM for them that was really built to fit their business model.   Ian stated that in a certain sense, yes, it did all the communication to manage those individuals. It managed the follow ups and responses. But then it had a statistical engine behind it that allowed them to make sure that these patients sort of came through and randomized blocks.   Me: So, a big part of software development in a business can definitely impact the quality of the customer experience. We are now in a space globally where because of this pandemic, a lot of us have been forced to shift how it is that we're looking at the different channels by which we serve our customers. And so it's important to recognize that if it is that we are doing these things, what are some things that we could do to make the channels easier for the customers, less effort for them to exert, less friction.   What are maybe two to three top things as an engineer yourself, you're a solutions architect. So you are able to look at the big picture and maybe give us some main things that companies need to consider when they're designing this digitized strategy for their business. A lot of them may have been in the digital space, but probably they were not giving it as much priority as they would know because of the fact that their customers have shifted their behaviour and they're interfacing more with those platforms than to face-to-face ones.   Ian shared that he thinks the first and most important thing is take the customer's problems to the engineers as opposed to having a frontline person who is maybe just kind of filtering through that customer feedback to then give it to the engineers. Engineers are by nature, people who want to build tools to solve problems and by having a direct pipeline of those, let's say, customer complaints, customer problems, customer issues, going to the engineers as opposed to maybe filtered by a couple layers, you're going to get results much more quickly.   You're going to get your results and ultimately going to solve those problems and probably much more intuitive ways. And you can present those which suits the client. The second thing is figure out where you can as a business; automate routine simple tasks for the user and then figure out how at the same time of automating that task, “I can provide better customer service or better customer experiences in serving that client.” Sometimes that’s just through an interface but other times it is making somebody available to pick up the phone and talk with you, walk you through something. Just be available really quickly or provide a quick response to a customer query. So that's the second piece.   The third item that they would recommend is intentionally innovate. They don't think a lot of companies are going to fall behind because they're not spending sort of like the 3M rule of anywhere from 5%-10% of profits intentionally to sort of disrupt their own business and produce a solution that's ultimately better.   Technology is moving in a direction where its growth is accelerating, innovation is accelerating, and it's accelerating past any single company's ability to basically keep pace with those changes. So, an engineer that comes into their organization probably about 4 years, they're going to have to retool a little bit because the technology is changing so quickly.    So, the guys that are coming out right out of college, very valuable because they come with sort of these new skills ingrained. Now they are teaching them, they're training and they’re doing about six months of training. But really, if these guys are not retooling it about 6 years, they become kind of deadweight to certain extent.   Me: Almost like they're obsolete. They're no longer relevant because the technology has far superseded what existed 4 or 5 years ago.   Ian shared that he thinks automation is going to sort of go into that second category of what he described previously, where companies are going to try to as much as possible make it so that you have the equivalent of one click checkout for an experience or for a result.   And it's going to not necessarily remove jobs but he thinks it's going to make certain jobs more efficient. So, if you look at the guys at OnCourse Sales Automation on a mission, they have a bunch of tools combined in one that allows sales teams to be extremely efficient with their time. But it's not that it's eliminating sales jobs, it's actually making them more competitive and making it so that the sales personnel are much more oriented towards quality.   And he thinks that you’re going to see that be true across pretty much every spectrum. Where you’re going to get automation, first you’re going to have a flight to quality second. So, if he can remove the tedious tasks, then he needs to focus on quality and for the companies that don't focus on quality and don't focus on customer service….customer experience, then they're going to sort of fall behind.   Ian shared that we're seeing a trend and still the world is just kind of coming online broadly speaking. You have a trend where folks are moving to these online tools to solve problems. You used to go to the store and buy off-the-shelf software, put it in a CD drive, his computer doesn't have a CD drive anymore and do this that way.   And so, there's still a lot of very prominent, very powerful technologies that have not made their way to the cloud. There are companies in Salt Lake that they're talking to that are still on green screens, basically, where a lot of their stuff isn't networked to manage inventory, manage supplies, track quality, track prices, et cetera, or how long things have been in the warehouse. And so there's still and there's going to be for a long time a continued shift towards cloud first, browser based technologies that are going to facilitate really kind of things that we already did. But in a way that gives us much more data, much more accessibility and makes organizations much more efficient.   When asked about how he stays motivated, Ian shared that he thinks it's more of a process of sort of building habits. So, his day to day is very, very different, every single day is different as they’re solving different problems for clients. But his mornings are pretty routine, his evenings are pretty routine. At least they try to be. And then that sort of natural motivation is that he has a growing family and he wants to make sure that they're happy and taken care of.   And then he’s asking himself regularly, “Am I doing something that I find interesting and fulfilling?” And then he tries to sell himself the first hour of the day to focus on those things or the last hour or the day to focus on those things. And as long as he’s moving towards that direction, he’s very, very satisfied.   When asked about on online tool that he cannot live without in his business, Ian shared that www.tryoncourse.com is just one of those sort of sales automation tools he has been talking about. And they started using it and they think it's pretty exceptional. It basically is, in their view, sort of the future of CRM.   It's all of these tools, dialler SMS, what have you sort of rolled into one. And it's going to give them and it gives their sales team crazy amount of visibility that they didn't have previously with tools like Salesforce. They were using a phone dialler and they were also using MailChimp for drippy campaigns.   It's got all that stuff built in and they're just kind of adding more features to it all the time. And they’ve pretty radically simplified what they're executing in the sales process by moving to one of these sales automation platforms. And basically, they don't really know what they would do without it because everybody's sort of refers to it for the data. Everybody sort of refers to it for activity. So, it's pretty important.   Me: That’s your go to. It's funny you mention that because our episode that we released today for the podcast was with their Chief Customer Experience Officer or Chief Sales Officer, Gessie Schechinger from OnCourse sales platform. So, they're really disrupting the whole sales initiatives for businesses in terms of, as you said, putting everything in one place. So, I think it's really awesome that you mentioned that that's your online resource that you definitely can’t live without in your business.   Ian shared that the first book that had a big impact on him was Adam Smith's The Wealth of Nations from 1776. Just reading that, the man only wrote two books. He wrote that book and then he wrote basically, sort of a moral treatise on The Wealth of Nations was sort of the prelude to The Wealth of Nations. Both of those books are exceptional. But really, Wealth of Nations is absolutely phenomenal and important to understanding really basic economics.   The second piece is and he thinks that while the books put out actually not books, but letters put out by Warren Buffett are in many respects. So, he put out a book, one of the meetings that had a collection of all 50 letters. He thinks that those books are under read or that those letters are under read and are really instructive, not only sort of for financial matters, for managing a business, but also in managing. There are great lessons in managing and he has continually gone back to those resources, both of those to reread things, take notes, put that online, share his ideas with other people, get their feedback. And so those have been the two most resources for him.   When asked about something that he’s working on to develop himself or his people, Ian shared that he thinks internally they have had a pretty wonderful shift in defining within the organization how they want to continually improve their project management processes.   And going back to the very beginning of the conversation, where you sort of taking that customer feedback, they're being very aggressive, even as a service organization, to take customer feedback and then incorporate that into their engineering process.   They follow sort of a can ban trunk based development type methodology. And by taking the sort of consumer feedback or customer feedback or client feedback and rolling that into the process, they've really been able to deliver some tremendous results.   Now, they're still improving that, they're still making that better. They're still making that well, let's call it user friendly. And there's a lot of runway for them to continue to improve and he thinks that's the most exciting near-term project they're working on.   Me: So could you share with us if our listeners listen to this episode or better yet, when they listen to this episode and they say to themselves, I'd like to learn a little bit more about Zibtek. I'd also probably like to connect with Ian because he could probably offer some good insight. I could follow him and be a part of his community and what he's doing so that I can add better value to my organization and what I am doing.   Ian shared listeners can find him at – www.zibtek.com Ian Reynolds – hello@zibtek.com   They have a bunch of actually free resources up there. And in their blog, they're constantly sort of posting their findings for things, comparing technologies, et cetera. Where they’re posting their development methodology and their development standards in a few months. So check it out and they also have a bunch of presentations that are super valuable, super high value and worth checking out.   When asked about a quote or saying that helps him in times of adversity, Ian shared that it’s maybe not so much a direct quote, but it really is more so that the idea that feeling sorry for yourself or feeling down on yourself isn't helpful.   It's not a helpful characteristic. So, recognize that thought and then figure out what you should be doing and then go do that thing. So, it's kind of like grandma’s rule, grandma’s rule is you have to eat your vegetables before you can eat your dessert. And so, “Do the uncomfortable stuff first and then go to the fun stuff.”       Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners     Links   The Wealth of Nations by Adam Smith     Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC’s of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!    

In any organization, EVERYONE is responsible for the customer experience.  However, the latest evidence clearly shows that it is of such great importance that the CEO — even the Board of Directors — must consider it as “job #1.” On today’s PROJECT DISTINCT, Scott McKain provides the evidence and reasoning behind why delivering an “Ultimate Customer Experience ®” is the single most important thing any business does, regardless of its size or number of employees.

How will the luxury hospitality sector fare post-crisis? Helen Smith, Chief Customer Experience Officer of Dorchester Collection, joins David and Catherine to discuss this in the latest episode of The Future of Travel. While Helen acknowledges that the sector will undoubtedly take a hit through this crisis, she explains that there will always be consumers who crave and seek out a luxury experience. These could be travellers who desire the traditions and the emotional engagement luxury offers or—perhaps most—the relationships it engenders between guests and staff. In the case of some loyal guests, she added, these are relationships that have been built up over many years. Helen stressed that the Dorchester Collection, like any brand, must remain flexible going forwards, but without losing sight of the core of the brand and its culture, because this is what guests love and come back for. 

Rich L. Stuppy, the Chief Customer Experience Officer at Kount, joins me on today's episode of Tech Talks Daily. For more than a decade, Rich has been involved in developing fraud mitigation, compliance, and big data strategies. Rich came to Kount after 14 years with a fortune 50 retailer. His background in enterprise-class systems, machine learning, and analytics have shaped KKount'stechnology into an industry-leading platform helping clients scale their business while at the same time reducing fraud, risk, and loss. In his role as Chief Customer Experience Officer, Rich is responsible for client success, data analytics, and ensuring KKount'susers have the best customer experience. Collaborating directly with customers, he works to inform Kount's product roadmap, identify new and emerging threats, and drive innovation for ultimate customer satisfaction. Rich regularly works with executives from all areas of the commerce, payments, and fraud-prevention ecosystems to discover trends and develop strategies that create value. Rich is a highly sought-after speaker for industry events and has addressed audiences around the world on several topics surrounding payments and fraud. I learn more about how Kount's Identity Trust Global Network delivers real-time fraud prevention, account protection, and enables personalized customer experiences to more than 6,500 leading brands and payment providers. We also discuss how Kount Control is leveraging technology to help retailers and banks personalize their customer's experiences based on the level of trust present within every interaction -- from account creation to login, payments, and every step in between.

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.

Being in the middle can sometimes be a tough place. Stewart Mader's job finds him talking to NJ Transit customers about how the agency operates and explaining what goes on behind the scenes. It also has him taking customers' ideas and concerns to top management. Mader serves as the Chief Customer Experience Officer and Customer Advocate for the statewide organization. He talked with Bernie Wagenblast about what his job involves and what he's learned since joining NJ Transit in April 2019.

Being in the middle can sometimes be a tough place. Stewart Mader’s job finds him talking to NJ Transit customers about how the agency operates and explaining what goes on behind the scenes. It also has him taking customers’ ideas and concerns to top management. Mader serves as the Chief Customer Experience Officer and Customer Advocate for the statewide organization. He talked with Bernie Wagenblast about what his job involves and what he’s learned since joining NJ Transit in April 2019.

Betty Liu is Executive Vice Chairman at NYSE and Chief Customer Experience Officer at Intercontinental Exchange. She shares her career journey from journalism to business owner to executive management. Her advice includes processing information and understanding your personal brand — your three words. Hear about hers and she even gets Mat and Josh to share theirs. Hosted by Josh Boaz and Mat Zucker, Rising is produced by Direct Agents and Prophet, with original music by Movers+Shakers. Visit us at rising-podcast.com Top Picks: Podcast: The Eagle Eye; Book: "Leaves of Grass" by Walt Whitman; Book: Taiko by Eiji Yoshikawa --- Send in a voice message: https://anchor.fm/risingpodcast/message

While 80% of companies believe they deliver “super” customer experiences, only 8% of customers agree. So, where’s the disconnect? On this episode of the A-Cast, host Sheenah Rogers-Pfeiffer sits down with Allan Klassen, Chief Customer Experience Officer at Brookfield Residential, to take a deep dive into customer experience and dissect how it is transforming organizational and brand success. They look critically at the real estate industry to evaluate what CX opportunities exist in the industry and how we can bridge the gap between the builder and customer journey. Where do we start? Allan states, “look in the mirror.” About Allan Klassen Allan brings over 35 years of experience in the housing industry to the CXO role, in which he is leading cultural transformation for one of North America’s leading home builders and developers. A passionate and driven leader, Allan lives by his personal philosophy: “live authentically, lead with a caring heart and serve others passionately.”

Podcast Minter Dialogue Episode #94Merete Buljo est Chef du Digital et de l'Expérience Client chez BPCE EuroTitres, ayant exercé la même fonction précédemment chez Natixis. Merete, qui est polyglotte, bi-culturelle et titulaire de deux diplômes dans l'Histoire et l'Informatique, est également présidente de Digital Ladies & Allies, characterisé d'un "do tank" pour amener plus de diversité dans le digital. Merete est fréquemment citée comme étant une des personnes les plus influentes dans le digital, dans le FinTech et tout récemment #1 des CDO en France selon Brandwatch. Dans cet entretien, nous discutons de comment amener la transformation digitale, quelles seraient les technologies d'avenir, le French Touch dans le digital et plus encore.Si vous avez des commentaires ou questions, merci des les envoyer pour courriel à nminterdial@gmail.com. Et, si vous avez aimé cet entretien, merci de prendre quelques instants pour le noter sur iTunes! Bien entendu, vous pouvez vous abonner au podcast ici par iTunes.Sinon, vous pourrez me trouver @mdial ou en VF @mdialFR sur Twitter.

The legendary Joe Pinto joins us in the next episode of Career Nation Show. He is the Chief Customer Experience Officer at Pure Storage and *the* industry guru on technical services.John Chambers once said (I'm paraphrasing): I have not seen any leader reinvent himself more times than Joe Pinto.Joe shares some amazing nuggets; How customer experience is all about the lifecycle and how services plays a role in helping customers across the lifecycleCreating recurring value for customers to get recurring revenueHow to build an amazing culture in a global organizationHow to make great hiring decisionsMoments that matter in your career: how identify them and how to capitalize on themFavorites game: Joe talks about his favorite app (its an uncommon one), his favorite book, his favorite restaurant (hint: it is in Sunnyvale).Joe dives into his personal background and shares sources of inspiration and energyLastly, he unpacks his favorite career insights for Career Nation!

Episode 8 of the Empowering Women Podcast Guest: Ingrid Lindberg, Founder & CEO of Chief Customer Consulting Bio: Ingrid Lindberg is the founding owner of Chief Customer Consulting. She is the first person to hold the title of CXO, or Chief Customer Experience Officer. From the early age of 14, Ingrid began working full-time at a salon; she soon worked her way into retail, and then retail management at the age of 17. Leveraging her customer service experience, she took advantage of opportunities to catapult into the world of customer experience, which was really just becoming a thing when she got into it. In our discussion, Ingrid shares her story of working her way up to executive leadership in Corporate America as a Customer Experience expert.    Resources Book - Words of Wisdom from Women to Watch: Career Reflections from Leaders in the Commercial Insurance Industry Alan Cooper, Resource for User Experience Women Rising: The Unseen Barriers (by HBR on Second Generation Bias)   Notable Quotes "Your voice matters. Raise it. Own it. Use it."   "There's room for all of us to succeed and there's absolutely no reason why you shouldn't be on that path. If you want it, raise your voice."   "When you tell the top 10 execs they have to find someone to mentor, it has to be 5 women and 5 women... And actually putting numbers around who you're helping to lift through the organization... you're creating dissonance in the fraternity. "   "There's so much fear that drives silence."   "Corporate America has been built around the support of the fraternity, from the places where "deals are done" to the business that is done over brown liquor and cigars. The fraternity was built to help men get from one stage to another is one that seems impenetrable for women... Fraternities have built a certain kind of toxic business environment of insiders and exclusion. I questioned the assumption that I should try to join."   "When I was managing a team of all men who would invite me to lunches, but would never take me to Friday night happy hour... so I followed them once. And walked straight into the strip club that was three and a half blocks from work. And sat do

"I was really looking to achieve an experience that was elegant. I'm a big believer in that," said Eleanor O’Neil, regarding her decision to create a customer success forecasting system. Eleanor is the Chief Customer Experience Officer at Workshare, a B2B company that manages document productivity and security software for legal firms. Eleanor knew she could scale the business and focus on how Workshare's services can truly benefit the customer. Her goal was to figure out a system that would improve customer success while also lifting some of the burdens off of the sales team.

The Chief Customer Experience Officer for AIA Malaysia, Troy Barnes joins us and shares that he tries to keep it as simple as possible. He see’s his position as ultimately him being personally accountable for the experiences the organization creates for customers. He, of course, credits his very talented team for actually getting the job done. The biggest thing that management tries to endorse is that when they talk customer, they practice customer. Meaning that rather than simply talking about the customer experience, he and the team actively get out into the world and experience what the customer experiences so that they can improve on that very thing.

Dominic Hoffmann, the Chief Customer Experience Officer of Lazada Malasia of the Lazada Group of the Alibaba Group joins us and shares that NPS might not be the definition of success as it’s currently widely understood. That said, Dominic does agree that it’s one of the most important KPIs to measure the customer experience. The organization even uses it as a basis for incentives. But for the customer experience practice you need to see it from a different angle. Don’t utilize NPS as a blunt object. The goal for CX is to unpack NPS to understand what it entails and how it’s recipe might have changed from one year to the next or over the lifetime of the organization.

Charlie Herrin, Chief Customer Experience Officer at Comcast Cable, is doing the impossible: turning America’s largest cable company into a customer experience leader. A product guy at heart, Herrin shares wisdom that anyone embarking on a CX transformation will want to hear. In this episode you’ll learn: • How Comcast is embedding customer service and experience into its technology • Why NPS is most useful as a system, rather than a score • Why you should never overlook employee engagement as a powerful CX tool • Advice for approaching and overcoming common CX challenges

Verizon Wireless is known for trying new, innovative things to expand its business and reach new customers. In the competitive mobile space, it takes a concerted effort to build the customer experience. Verizon Wireless recently took it a step further when it brought in Scott Zimmer to serve in a new position as its Chief Customer Experience Officer. According to Scott, customer experience definitely creates a competitive advantage over other companies. Verizon's goal is to go above and beyond to build brand loyalty and brand love so that customers prefer the company for reasons beyond it just having the best price. Its perspective and practices can help companies in all industries.             Verizon views the customer experience as a complete journey, from a prospective customer looking into the company to actually making a purchase to then using the service and having a continued great experience. With interactions happening online, in person, in the app, and on the phone, the company aims to make every interaction consistent with the Verizon brand. One new way it is doing that is through its new concept store in San Francisco. The next-gen retail store concept adds emotion and humanity to a technology service and is another opportunity for Verizon to build relationships with customers. Scott says that the retail store experience can be used by other companies and industries that can apply their products and services in a tangible space. For Verizon, that means creating a coffee shop-esque space that shows off its products, including virtual reality headsets that customers can test.             Scott brings together experience in the business and customer spaces and states that every company should be thinking of business and customer strategies in tandem. If a company only focuses on business, it won't have customers, but if it only focuses on customers, it won't have business. To truly create a unique customer experience, brands need to build emotional connections while still showcasing their products and driving sales.             The keys to a great customer experience include having a corporate culture that reflects customer values and leaders who set the tone for a customer focus. In order to provide a consistent experience that meets the customer where they, Scott and his team involve every employee to connect the dots of the entire customer journey. Every detail impacts customer service, and making it a priority in everything the company does can lead to great success, especially in an industry as competitive as wireless. Verizon is an example of the benefits that come from prioritizing customer experience and investing the resources to put customers first.  

Annette Franz, CCXP, author, speaker, CXPA board member and Founder of CX Journey discusses the rise of the customer experience executive as an equal C-level member within the C-suite. A great must-listen to for any CEO of any business or brand wanting to understand why a company needs a CX executive, be it a Chief Customer Officer or a Chief Customer Experience Officer. Annette further discusses the CX executive's critical success factors plus their biggest challenges to success within this role. All of which can be found in Annette's newly authored book she highlights in this episode: The Rise of the CX Executive, featuring interviews with real life CX executives: Donna Peeples, CCO of Pypestream, Christine Corbett, CCO of Australia Post, Isabelle Conner, CMO/CCO of Generali Group, Nick Frunzi, CCO of Esri and Ingrid Lindberg, former 4-time CCO. Make sure to make this episode part of your playlist if you're an upcoming CX professional or a CEO wanting to focus on CX for their business.

Lexi Reese joins me today on the C-Suite network where we discuss her career trajectory from Chief Customer Experience Officer to Chief Operating Officer in Tech.  We discuss her guiding principles for CX leadership and the three skills required to be successful in this role and work.

In my conversation with Karen it was very interesting to see how customer experience is expanding to impact all areas of business.

Lexi Reese is the Chief Customer Experience Officer at unicorn startup, Gusto and is one of the top female executives in Silicon Valley. Lexi’s passion for serving customers was sparked by her early career in microfinance as a public policy advocate with ACCION International—giving loans to people living in poverty to start their own ventures. She later worked at Google for eight years, most recently serving as Vice President of Programmatic Sales and Strategy globally. Lexi also started the Cambridge AdWords team for Google's small business organization. Now at Gusto, Lexi ensures that Gusto is continuously going above and beyond to serve all customers. In Today’s Episode You Will Learn: How did Lexi make her way from the world of Google and Facebook to SaaS with Gusto? What were the biggest takeaways from spending 8 years at Google and seeing the immense hyper-growth there? How has Lexi applied those learnings to Gusto today? How does Lexi look to put the ‘customer first’ thesis into practice? What does this look like in reality and from day 1? How can one maintain such high levels of customer service with an ever increasing customer base? How can one insert elements of repeatability to make this easier? Question from Hunter Walk: How do you fundamentally measure customer satisfaction? What benchmarks do you calibrate against to consider success? 60 Second SaaStr What does Lexi know now that she wishes she had known in the beginning? Most challenging aspect of Lexi’s role? Question from Tien @ Zuora: How do you look to avoid the hype culture that pervades the valley? If you would like to find out more about the show and the guests presented, you can follow us on Twitter here: Jason Lemkin Harry Stebbings SaaStr  

In this session of the InspireCast, we talk with Scott Draeger, VP of Product, on the rise of the Chief Digital Officer and Chief Customer Experience Officer, why the C-suite should care about CX efforts for their brand, Scott's strangest travel experience (which involves a personal assistant robot) plus where is the Internet of Things (IoT) headed and its corresponding impact on business. A must-listen session for any marketing and digital professional wanting to take their brand to the next level. #IoT #CX #CMO

Today’s guest shares how Columbus Metropolitan Library creates an environment that’s attractive, comfortable, and relevant to today’s rapidly-changing needs and lifestyles. Columbus Metropolitan Library: Creating a community around knowledge To remain relevant and attractive in today’s world, organizations of all kinds need to rethink the ideal customer experience often. And in some cases, they must rethink the way they do business. Libraries are no exception. But sadly, most have not changed much with the times. Columbus Metropolitan Library (CML) has maintained impressive membership and attendance rates in spite of a growing belief (currently about 66% of Americans) that libraries aren’t important to their lives. Why visit a physical library in today’s connected world? As Chief Customer Experience Officer, Alison Circle has brought a wealth of marketing and customer experience wisdom to CML. By tuning into the changing needs of members and the communities they serve, libraries like CML are providing comfortable and rich experiences that can’t be delivered through your laptop. For CML, customer-centric thinking creates an environment that inspires and strengthens communities by answering to their rapidly-evolving quest for knowledge. Alison shares some of the ways innovative architecture, engagement, and processes have brought a sustainable experience strategy to an age-old industry. Listen to Alison’s fascinating story and learn what CML has done to differentiate their experience from traditional libraries. About our guest Alison Circle, Chief Customer Experience Officer for Columbus Metropolitan Library (CML), has more than 25 years marketing experience. For 13 years she was National Marketing Director for Garrison Keillor and "A Prairie Home Companion.” Following that she was Creative Director and Account Director at Jack Morton Worldwide, a global branding agency. In 2004 she joined CML as Director of Marketing and Strategic Planning. In that capacity she rebranded the organization and won over 20 national and international awards for her work. In 2010 that work was recognized with the Library Journal’s Library of the Year and in 2011 she was named a Library Journal “Mover & Shaker.” She is an in-demand speaker on issues of libraries, customer experience and design. In 2012 she was promoted to Chief Customer Experience Officer where she serves on the Executive Leadership Team and oversees 23 library locations, Marketing and all programs and products.  She leads programming, experience and design for the library’s building program for 10 buildings, including the Main Library. Most recently she has launched a Customer First philosophy to lead CML to a new level of customer experience. Explore and connect with the Columbus Metropolitan Library Twitter Facebook Instagram Pinterest YouTube Columbus Metropolitan Library website Related Content Customers That Stick® Post, What the Gainesville Police Officer Teaches Us About Customer Service 360Connext® post, 3 Ways to Let Customers Guide Your Greatest Innovation Episode 125: How Environment Impacts Experience Poll: Two-Thirds of Americans Think Closing Libraries Wouldn’t Impact Them, Their Families Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Eli Federman-@efed27 Doug- @DJDoug Strickland- @NiceGuyonBiz   Every experience that you provide to your customer molds their impression of your company. Eli Federman knows how to improve that. Hear all about it on The Nice Guys today.   Eli's company is Customer Service Simplified, and he works every day to help other companies Improve the customer experience.   He Helped a large U.S. mobile carrier re-imagine their customer experience across all channels.   There are 3 critical elements- People, Process and Technology.   It all comes down to leadership. As the CEO, you must be in touch with what your customers want.   It's critical to have the right people who are passionate about creating a great customer experience.   Chief Customer Experience Officer. 10 years ago, this position didn't exist.   Simple things can have a huge impact.     Check out Eli's company www.simplifyingservice.com - A look through his website will lead you to various publications and blog posts he's written and hopefully leave you with a bit of learning for what makes an outstanding customer experience   Contact Eli- eli@simplifyingservice.com   Please visit our sponsors- The voice of the Nice Guys podcast can be the voice of your podcast or business too! Steve O'Brien can do your voiceover, tell him The Nice Guys sent you. http://steveobrienvo.com/   Click through our Amazon.com link before buying anything. As Amazon.com affiliates, we receive a small commission on purchases made after clicking our links. It cost you nothing extra but supports the podcast. Thanks in advance.   Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message.   Subscribe to the Podcast   Don't underestimate the Power of Nice.  

Today’s podcast is with Alison Circle, who is the Chief Customer Experience Officer in another unexpected industry:  the Library System.  The work that Alison and the leadership team at Columbus Metropolitan Library has in fact been heralded around the world (insert link) in their innovative approaches in this industry many might think is moving toward retirement.  At Columbus Metropolitan Library, they are doing the opposite and revitalizing what it means to be a library. Starting with the lives of their customers and the responsibility for a community of learners, they are rethinking the library experience, from how they define their customer, the design of their buildings, how they unite leadership to a higher purpose and what and how they enable young minds to read and establish community.

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In this episode… Discussing CX Leadership Roles Interview with Ingrid Lindberg Towns Creating Improved Customer Experiences for Visitors A Conversation about Customer Experience Leadership Roles Adam and Jeannie discuss the many different customer experience leadership titles in organizations right now. Listen in to hear their thoughts on why it’s important for organizations to have a specific role focused on and dedicated to the customer. Discussion begins at 1:15. Interview with Ingrid Lindberg Ingrid is the Chief Customer Experience Officer at Prime Therapeutics. Ingrid shares with us how she manages her busy workload and her position as a Customer Experience Officer. Listen in to hear what she believes needs to change to get the C-Suite to become more customer focused. Interview begins at 5:10. Customer Hero, Customer Zero: How Competitive Retailers Cooperated to Improve Customer Experiences in Steamboat Springs Adam shares with us what the ski resort town Steamboat Springs Colorado did to promote a positive experience for visitors. Listen in to hear how the town got together to invest in a better experience for their visitors. Discussion begins at 13:15. People, Places, and Things from the Podcast: How To Expand Your C-Suite Without Creating Silos Ingrid Lindberg: As chief customer experience officer at Prime Therapeutics (Prime), Ingrid C. Lindberg is responsible for developing and overseeing the implementation of the enterprise customer experience strategy, which addresses all matters related to how Prime engages and serves its customers. Her role within Prime is the first of its kind within the pharmacy benefit management industry and has been created to ensure Prime’s customers have the best pharmacy experience possible and that the voice of the customer is a driver within the decision making processes at Prime.  Twitter | LinkedIn Steamboat Springs Colorado Seattle Seahawks 12th man   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

What's in a name? Plenty, for today's ‘CIO'. Given this tech leader's dynamically evolving role, their “I” stripe could be earned for bravery as an astute Integrator, game-changing Innovator, Infrastructure guru, Intelligence master – or some of each. But perhaps the title itself needs a makeover: ‘CCEO' for Chief Customer Experience Officer. Alphabet soup aside, who is best suited for this transformed and transformative function? What comes to mind are Superman / Superwoman traits, like a bold, progressive, fearless IT leader who meets tough challenges head-on. A strategic thinker whose vision enables company-wide business agility to scale to new heights. And a positive-interaction advocate who deftly tears down traditional barriers between the IT department and business units. Listen as four experts discuss the evolving roles, goals and soul of today's technology leaders. Pour a cup of Joe, Earl or OJ and join us for food for thought on 21st Century Tech Leaders: What's In A Name?

What's in a name? Plenty, for today's ‘CIO'. Given this tech leader's dynamically evolving role, their “I” stripe could be earned for bravery as an astute Integrator, game-changing Innovator, Infrastructure guru, Intelligence master – or some of each. But perhaps the title itself needs a makeover: ‘CCEO' for Chief Customer Experience Officer. Alphabet soup aside, who is best suited for this transformed and transformative function? What comes to mind are Superman / Superwoman traits, like a bold, progressive, fearless IT leader who meets tough challenges head-on. A strategic thinker whose vision enables company-wide business agility to scale to new heights. And a positive-interaction advocate who deftly tears down traditional barriers between the IT department and business units. Listen as four experts discuss the evolving roles, goals and soul of today's technology leaders. Pour a cup of Joe, Earl or OJ and join us for food for thought on 21st Century Tech Leaders: What's In A Name?