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The Chief Customer Officer Human Duct Tape Show


Join us to learn the leadership practices from C-Level Customer Experience executives at Airbnb, Walgreens, Audi, Premera, The Smithsonian Institute, Barney’s New York, and Adobe among others. They will fearlessly share with you what works...and what doesn’t work as we debunk this role, why it’sRead more

Popular episodes

Improving Customer Experience in the Food and Quick Service Restaurant Industry

Dec 3 • 47:41

In this compilation episode, I'm revisiting conversations with Sherif Mityas, CXO at TGI Fridays, and Troy Barnes, Chief Customer Officer at Pizza Hut Asia Pacific. Their high-level positions had them entrenched in work in which they oversaw CX strategies that impacted numerous restaurants.  Sherif talks about how he assessed the work that needed to be done while in the ro...

Your Customer Success Needs to be a Key Indicator of Your Organization's Success

Nov 19 • 46:51

Nathan and I discuss some of the principals behind BILT’s success, one of them being that they measure it by their own customer’s success. BILT is a customer experience platform. It operates as an app that provides a 3D assembly experience for customers who need to build a finished item like a grill or bed frame. BILT has worked with companies such as Weber, IKEA, and the ...

Don't Underestimate the Importance of the Human Element in Your Business Operations and Processes

Nov 5 • 45:09

As AI continues to be an increasing topic of interest when it comes to customer experience and data gathering, CX leaders should always remember that the human element will always be needed. We need people to create those magic, unexpected moments; to smile at customers, to ask them how their day was, and to know when to go the extra mile. ...

4 Steps to Help You Improve Your CX Strategy and Gain Internal Support

Oct 25 • 54:58

Do you have support from your fellow colleagues and the C-Suite in managing your CX work? In today’s episode, I’m highlighting portions of two conversations that I had with guests during the height of the pandemic: Michael Kuenne, Chief Customer Officer at Extended Stay America, and Aparna Khurjekar, who at the time, was the CCO of Verizon Consumer, and is now, President ...

It's Time to Rethink Your Leadership Strategies and Business Models

Oct 8 • 47:41

While I’m taking a break from recording new podcasts and LinkedIn Live conversations, I’ll be sharing a few compilations of previously recorded interviews. We have pulled out relevant insights and chunks of conversation from guests that you’ll find useful as you lead or take part in the CX undertakings in your organization....

Do They Come Back For More? 6 Steps for Creating Repeat Customers from Shep Hyken

Sep 24 • 44:31

In this chat with my buddy and colleague, Shep Hyken, we discuss some of the concepts in his latest book, “I’ll Be Back: How to Get Customers to Come Back Again and Again.” Shep and I talk about measuring a customer’s willingness to come back to your business as an important success metric. I often stress to leaders that retention is a critical metric when looking at custo...

CX Leadership: Are You Willing to Be Authentic, Have Difficult Conversations, and Break Silos?

Sep 10 • 38:23

Jenn Oyler and I discuss CX strategies that impact both the employees and customers in a B2B2C organization. We also explore some finer details of the work when we chat about the various CX KPIs that Jenn measures against, how they determine ROI, and her leadership style. Jenn is the vice president and head of customer experience at Principal Financial Group and has experi...

The Value of Fostering and Maintaining Relationships with Customers in the Travel Industry

Aug 20 • 46:26

Chris Kollas is the Chief Customer Officer at TCS World Travel. TCS World Travel is a unique company that has hosted guests on all-inclusive, private jet adventures for over 25 years. Chris and I chat about how he and his team of roughly 100 employees focus on the customer, the integration of marketing and sales, and how they maintained connections with their customers dur...

The Importance of Taking a Phased Approach to Improving Customer Experience in Healthcare

Aug 6 • 39:19

"At the end of the day, what we realize is, we all unite under the same thing, which is to drive the customer experience, get the patient what they need,” says Corrie Quaranto, Vice President of Northwell Health, regarding a patient-focused experience at their facilities....

Have You Solidified the Foundation of Your Customer Experience?

Jul 23 • 39:38

“Customer experience is about leadership. It's about the blueprint for how you run your business, and how you want to show up in the marketplace,” says Andy Schulkind, the vice president of customer experience at Domino, North America. Domino is a B2B company which specializes in the development and production of various printing technologies used for coding and marking....

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