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Nov 15, 2017

Head of Customer & Digital Experience, APAC & EMEA for Citi, Niamh Byrne joins us from Customer Experience Management Summit Asia where she discusses covering 17 countries in Asia and Europe. She notes that she’ll often talk to New York HQ in the morning and perhaps at night and everyone else in between. Niamh...


Nov 8, 2017

Recorded at CCW, Deb Alvord joins us and shares that her career began on the floor as an agent with American Airlines working her way up to Training then Quality to a Supervisor role…and then to a Supervisory role over agents. Deb notes that many conversations are very similar to the one’s she had on the front lines...


Nov 1, 2017

Recorded at the OPEX Summit in San Diego, The Senior Director of Operational Excellence in Global Shared Services, Ted Revilock joins us and shares that whenever you initiate a operational excellence program, it’s very important that people believe that it’s driving value. He continues that there are innumerable...


Oct 25, 2017

Suzanne Henricksen joins us and shares that although she’s been on the west coast for quite some time, she’s an east coaster at heart. Early on in her career she focused on earning respect through actions. After an early job in debt collections and an internship in Napa Valley, a former classmate came back...


Oct 18, 2017

Theo Rose joins us and shares his thought that the rhetoric around the retail apocalypse is overblown. Rather than having a sense of doom and gloom he’s leaning in to this time of massive transformation. Recorded at OPEX Summit in San Diego, Theo notes that a question being asked was how did we get to where we...