Chief Customer Officer Culture Customers Voice of Customer 
Customer Bliss
APRIL 24, 2018
This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! In this episode, I speak with Amanda Sachs , General Manager, Customer & Partner Experience, at Microsoft. Took the time to understand cultural differences.
Customer Bliss
AUGUST 9, 2018
In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.
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Lumoa
JANUARY 19, 2023
Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.
Customer Bliss
APRIL 23, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Look for language around leadership engagement, culture, and that your role is defined beyond tactics. People (and organizations) don’t change overnight to suddely become customer-focused.
Customer Bliss
NOVEMBER 23, 2018
Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. How do you serve customers in a way that’s conducive to the present and future, while also integrating the human-element?
CX Journey
NOVEMBER 6, 2014
Cultural Considerations Q. What cultural faux pas do we need to avoid? What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. Cultural Considerations Q. Take an honest look at your organization’s culture.
Customer Bliss
JULY 13, 2018
Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Envision Yourself as a Customer and Take the Journey. Understand the Pain Points of your Customers, Employees, and C-Suite.
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