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Jun 27, 2018

Lufthansa Director of Customer Services Product Development Martin Sassenfeld join us and shares that "There was a big battle between sales and service and who can do the first-use cases, IT, business, etc.” He continues that customer service won the internal battle. 
"We won the chance to build our first-use case...


Jun 20, 2018

The CEO of HomeServe Membership, Greg Reed joins us and shares that the key to his business is an engaged staff. He’s happy to hear when his organization goes above and beyond and does "a little more than they’re supposed to do.” Greg explains that such behavior showcases that the employee cares about the customer...


Jun 13, 2018

General Manager for Customer Service Operations in Strategy with Arizona Public Service, Hui Wu Curtis joins us and shares her shift from hospitality to energy was actually seamless in that the organization knew it was time to focus on CX. Of course many organizations across myriad industries have realized that CX...


Jun 6, 2018

On a life history in luxury retail, Peter Garcia joins us and shares his initial attraction was actual interaction with the client. Following in-store and design successes, Peter experienced training which provided him "a ladder with rungs to go from Point A to Point B." After making his way up that ladder at...