Preview Mode Links will not work in preview mode

Nov 20, 2018

Darya Williams shares TMobile's appraoch to encouraging frontline employees: "I would say what drives the people, what they're really hungry for, is they feel like it's the pay, they feel like it's the benefits, but that's not always true on the front lines. There are so many reasons why those people come into work and...


Nov 13, 2018

Chitra Unnikrishna shows us Koodo's approach to customer satisfaction: "Reducing effort is the best indicator of loyalty. There are companies that think that they have to add in products and services and other things to drive loyalty or reduce prices; but take away effort for the customer and that's the best...


Nov 6, 2018

Greg Marion shares his approach to adding value to customer experience: "We know what the interaction points are, but do we really fully understand how we're going to be different and when? Not through the the minimal viable product or prototyping. You can't do that until you have the strategies. So this is setting...


Oct 30, 2018

Laura Evans shares her how her experience brought her to her current position: "We always sort of keep the customer right at the very front of mind. There was a lot of looking at data and I guess with the background and the experience that I've gotten my previous roles, that was, probably part of the reason why I was...


Oct 23, 2018

"Without CX, our financial performance will never get to where we want it to be. We understand that customer needs change. If we don't keep up, we'll soon jeopardize our future success. We must understand how to make the customer experience the Bible to our business model." - Iassen Deenitchin, ING