Today’s compilation features excerpts from two interviews: Christopher McShane, SVP of customer...
01:23:31
How to Measure the Extraordinary in an Experience-driven Economy
Recently, I had the pleasure of speaking with neuroscientist, professor, speaker, author, and...
44:33
Customer-centric Companies Are Employee-centric
As we head into the new year, I ask that you revisit this podcast episode, where you’ll find many...
44:58
What I Know: Shared Memories Build Bonds
As you’re developing what you develop your products, your services, know that—in your...
05:20
First Things First: Get the Fundamental Customer Experience Right
In this conversation with Matt Baer—Chief Digital and Customer Officer at the longstanding,...
50:14
How Can You Improve Employee Experience Within a HealthCare Nonprofit?
In this conversation with Cassandra Crowe, Chief Executive Officer at Sharp HealthCare, Cassandra...
52:17
What I Know: Lead for Admirable Growth
How are you taking steps to deliver what you do? Are you willing to step outside the bounds of...
04:43
Are You Improving Employee and Customer Experience Simultaneously?
Lynda Firey-Oldroyd, CCO of Topgolf speaks on previous career successes at blue chip companies...
42:58
What I Know: “One Version of the Truth" is Critical
In order to move from where you are, you need to all agree on where you’ve begun. “One version of...
08:50
A CCO's Role Goes Beyond Customer Experience to Change Management
In this conversation with Andy Clement, the CCO at Kimberly-Clark Professional, who has been...
30:31
What I Know: You MUST Do the Customer Math
Doing customer math rallies your team not only to ask, “Did we earn more customers than we lost?”...
10:16
What I Know: Dance With the Power Core
To get traction that becomes foundation to the way that people lead, you must understand the...
04:36
Develop a 90-Day Plan for Your Customer Experience Transformation
In this conversation, Christopher McShane, the senior vice president of customer experience at...
38:54
What I Know: Customer Experience is Floundering
What I know is that customer experience is floundering. We are focusing on the mechanics instead...
05:21
What I Know: Everybody Needs a Little Pixie Dust
What I know is that everybody needs a little pixie dust. When you do things that are unexpected...
04:24
What I Know: Goal Map, Not Journey Map Pt. 2
What I know is that goal mapping not journey mapping is a new way of leading, uniting your...
16:57
What I Know: GOAL Map, Not Journey Map Pt. 1
A goal map starts with the goals your customer wants to achieve and shifts your KPIs. By...
06:01
What I Know: Principles Must Be Lived
Principles shouldn’t just be words on a wall. They should be used to lead. In this episode, I...
11:02
Use Technology and Empathy to Improve Customer Experience
In a recent Linkedin Live conversation, I spoke with Natalie Petouhoff, a senior customer...
49:08
4 Tips for Thinking Through Your Big-Picture CX Strategy
In my conversation with Curtis Kopf, the Chief Experience Officer at REI, we discuss thought...
45:01
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