Preview Mode Links will not work in preview mode

Aug 29, 2018

Suzy Nixon joins us and shares what her role is really all about, "the idea is really to help people realize that they bring a lot of their own experiences and assumptions and bias to any customer experience and their understanding of that. The idea is to help people realize that by utilizing things like...


Aug 22, 2018

On better customer experience through refining process and removing waste, David Gruber, "there's a tremendous focus on how to get cost out of the system. One of those costs are these negative processing, or the irritants that members are actually experiencing- if you have to call customer care six times to get some...


Aug 15, 2018

On how CX works at John Lewis, @CatDunkley explains she's on "a very small team within John Lewis called Customer Experience and Insight. Specifically in the design side of that. As a whole team, we are the guardians of the customer experience for the whole of John Lewis. John Lewis in shops, online, over the phone,...


Aug 8, 2018

An interactive discussion of hospitality executives includes myriad pieces of advice:
"One easy thing to do is stop calling it omnichannel, because that is from your perspective as opposed to the customer's perspective."
"My main tip would be, be very creative in looking within your own organization, what type of...


Aug 1, 2018

The only woman to summit Mount Everest from both sides, Cathy O'Dowd joins us with her history and some life lessons for us. She was a "stubborn and adventurous kid" who stumbled into mountaineering through a content. In retrospect, everything about that first effort was wrong from the make-up of the team to the raison...