CX means something different to every company, and when it comes to Coldwell Banker, it means balancing a number of competing interests, including customers and realtors. On this episode, Coldwell Banker CMO David Marine talks about what it's like to take on that challenge and how he builds an emotional connection with his customers. 3 Takeaways: When it comes to real estate, CX might be a little bit more important because when you are working with a customer to find them a home, it’s not temporary, it’s forever, and forever is something that can't be taken lightly. The job of a CX leader wit ..read more

This episode features an interview with Dr. Rachelle Ornan, Director of Cabin Research and Passenger Experience and Associate Technical Fellow for Boeing Commercial Airplanes, specializing in the experience and design of commercial aircraft interiors.  Before planes, she worked on spacecraft as a Human Factors Engineer and Industrial Designer for NASA.  We talk with Rachelle about idealized design, balancing art and science, and what it takes to create a peaceful space to house the stress of travel. 3 Takeaways: Customer experience includes elements that reach the end-user  on ..read more

When most of us make CX decisions, the impact is relatively small. But for Stan Little, CXO of United Way, the impact is potentially much bigger. United Way works with millions who are in need across the world, providing them with a number of important services. On this episode, Stan explains how he is able to work with countless partners, volunteers, and community members to create customer experiences that resonate and get results. 3 Takeaways: It's important to bring your unique perspective to the customer experience. Your background will help inform what unique contributions you make. You ..read more

Episode Notes: City National Bank Executive VP and Chief Marketing Officer Linda Duncombe joins The Customer Experience Show to discuss how City National Bank is a little different than the other big name banks, how she deals with difficult situations involving her customers, and how the recent pandemic has affected CNB. 3 Takeaways: Great CX leaders need to be willing to break bad news to their customers. Doing this in the proper way requires bravery and a gentle touch. Honesty in marketing needs to be more than a buzzword. A commitment to be honest and transparent is a key first step in cre ..read more

In his 10+ years at Comcast Cable, Tom Karinshak has helped craft great customer experiences in both the digital and in-person worlds. On this episode, he tell us his secrets to crafting a great CX, and how he thinks about innovation and the future of customer experience. 3 Takeaways: Employee experience is a key to unlocking and improving customer experience. Your employees are the face of your company, and the key to customers having a great interaction. CX leaders need to embrace customer feedback - and have thick skin. In order to prived the best experience, you need to be willing to hear ..read more

Sarah Quinn, VP of Global AI/Digital/CX Sales at TELUS International, shares fascinating insights from an impressive career working with household-name brands - from McDonald’s to J. Crew, to Airbnb, and more. In this episode, Sarah discusses how successful (and not-so-successful) brands navigated significant past changes in public behavior, plus why CX teams should embrace AI to avoid irrelevancy.  About The Guest: Sarah Quinn is the VP of Global AI/Digital/CX Sales at TELUS International and previously has provided a broad range of strategic consulting services for Fortune 500 companies ..read more

Trends  It Will Get Worse Before it Gets Better - CX Accelerating ability to respond to Problems and Challenges.  Takeaway: Problems don’t follow the calendar; stay close to the trendlines in the data.  Takeaway: Build within your team's rapid response?  Takeaway: Finish strong; Learn and count the blessing Scott: Collective Health’s team responded so quickly Feel Relief and Grasp Reality -  lots, and lots of work to do.  More opportunities will exist for value destruction and creation Takeaway: Focus people on the need to have patience, discipline, and focus ..read more

We hear so much about the importance of strategic communications, but what does that really mean? Martha Boudreau, Chief Communications and Marketing Officer at AARP, helps bring strategic communication to life through relatable stories and concrete examples. Hear her explain what it means to become your customer’s wisest friend and fiercest defender - a core mission to Martha’s team at AARP. You’ll hear some of her globally-recognized insight into topics like aligning strategies, empowering employees, and much more. ----- Key Quotes: “We have to be where everybody is, offering up the same kin ..read more

This episode features an interview with Lee Becker, SVP and GM of Medallia’s Public Sector. In this episode, Lee talks about the federal government’s cross-agency initiative to improve CX, shares advice for managing CX across several departments, and explains why a human-centered approach sets the stage for success.  Quotes “We are elevating the human experience of government by putting people's voices at the center of decision making. That is really at the core of what we do. This element of placing the people's voices at the center of everything is something so profound because it’s the ..read more

This episode features an interview with Scott Finlow, CMO for the PepsiCo Foodservice Division. In this episode, Scott talks about creating centers of excellence within a large company, operating with a digital-first mindset, and catering to experiential consumers. Quotes *”What’s important is to build a comprehensive and dynamic understanding of people, not just as consumers, nor just as shoppers, but in a more holistic way. To understand them as people, what their motivations are, what their behaviors are, not just in a moment, but over the course of a day or a week or a lifetime. And that b ..read more