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Feb 28, 2018

Dominic Hoffmann, the Chief Customer Experience Officer of Lazada Malasia of the Lazada Group of the Alibaba Group joins us and shares that NPS might not be the definition of success as it’s currently widely understood. That said, Dominic does agree that it’s one of the most important KPIs to measure the...


Feb 21, 2018

Hope is not a strategy. So says Wells Fargo’s SVP National Client Service, Heather Magaha who joins us from CCW and further shares that you’ve got to have a plan but at least try something. You can’t sit in status quo or you get nowhere- by definition. You’ve got to be brave. When she came into her role, she did...


Feb 14, 2018

The CMO of IHH Healthcare/Parkway Pantai, Alvin Neo joins us from CEM Asia in Singapore where he shares his organization is the second largest private hospital operator in the world by market capitalization. They service the middle class and above- those people who can afford, have the desire for and beyond the...


Feb 13, 2018

The h after the t in Thom of Thom Hacker is no accident. It’s been placed there after years of progression. Thom is responsible for supporting the online environment through his customer contact center. Any online purchase or order questions that you the customer have for the Home Depot go through Thom and his...