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387 article results
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October 19, 2017 by Seth Adler
Peter Guber
In this week’s podcast interview, Peter Guber discusses the difference of a passenger customer vs. a participant customer EPISODE OVERVIEW: This week, Peter Guber joins host Seth Adler for the latest interview as part of the CX Network Podcast Theatre. Guber shares his experience of being a film producer with credits of Rainman, Batman, Five Easy
Tags: interview | podcast
October 12, 2017 by Seth Adler
Jason Daniels, Director of Operations, AXA Assistance
In this week’s podcast interview, the Director of Operations at AXA Assistance talks about customer empathy – and changing his customers’ lives EPISODE OVERVIEW: This week, Jason Daniels, Director of Operations at AXA Assistance, join host Seth Adler in the CX Network podcast theatre. Daniels leads customer service and medical assistance team
Tags: interview | axa | podcast
October 11, 2017 by Jennifer MacIntosh
Improving the customer experience starts with corporate culture
Delivering a high-quality CX, consistently, across the entire organisation, starts with your internal culture If you’re seeking to improve your organisation’s customer experience and are tempted to put all your time and energy into driving CSAT and CES scores, you’re missing the big picture. While those are key indicators of improvement, they
October 5, 2017 by Seth Adler
Cheryl China
In this week’s podcast interview, Cheryl China delves into how customers have changed over the years – and what this means for organisations today EPISODE OVERVIEW: Cheryl China is the SVP, Group Director – Contact Centre Escalation and Specialised Teams at Citizens Bank. She joins CX Network podcast theatre host Seth Adler today to talk about
September 28, 2017 by Seth Adler
Eytan Bensoussan
This week’s podcast interview shines a light on customer experience from a FinTech perspective EPISODE OVERVIEW: Eytan Bensoussan is CEO and co-founder of Ferst Digital, Canada's first mobile-first API-based banking platform that helps startups and small businesses bank, manage their finances, and integrate all of their financial tools in a
September 26, 2017 by Zarina de Ruiter
Highlights from our recent podcast interviews to inspire you on your CX journey Over the past few months you’ve had the chance to listen to in-depth interviews with a range of industry leaders in our CX Network podcast theatre with host Seth Adler. He doesn’t just discuss with them their customer experience challenges and wins, but he goes in
September 25, 2017 by Gustavo Imhof
The 3rd generation of FinTech is fantastic news for customer experience in niche segments, says CX expert Gustavo Imhof. The surge of technology-savvy and customer-centric entrants in the financial services industry has caused great disruption in the market, forcing the industry as a whole to enhance experiences delivered to customers – putting
September 21, 2017 by Seth Adler
Rod Johnson
In this in-depth podcast interview, the SVP of Service Operations discusses customers’ interactions with agents in person, on phones and digitally EPISODE OVERVIEW: Rod Johnson, Senior Vice President of Service Operations at Farmer’s Insurance, joins CX Network podcast theatre host Seth Adler in this week’s episode. Johnson says that he’s
September 19, 2017 by Seth Adler
Kristin Guthrie
It’s not about getting more data but it’s about getting the right data, the VP Customer Experience further explains. EPISODE OVERVIEW: Kristin Guthrie, VP Customer Experience at ICW Group, joins CX Network podcast theatre host Seth Adler to discuss the importance that realising the long pole in the tent is your data. The very first person she
September 14, 2017 by Seth Adler
This in-depth podcast interview also delves into what merchants can do to improve their customer’s experience EPISODE OVERVIEW: Celebrated author, Paco Underhill joins CX Network podcast theatre host Seth Adler today. He shares that when he was doing research for commercial zoning issues for cities on the roof of the SeaFirst Bank building in
September 11, 2017 by Annette Franz
Employee engagement
Customer experience blogger and expert Annette Franz discusses what employee engagement is and what it is not. And, more importantly, how employers and employees can work together to achieve it I recently saw a note from a reporter with a reputable online publication asking for sources who had used company perks, as well as app, to track rewards
387 article results
of 36