Mastercard’s customer care strategy prioritizes listening to customers and understanding their needs. By actively seeking and incorporating customer feedback, Mastercard ensures solutions address root problems, allowing for continuous improvement and tailored services. Lance Gruner, Executive Vice President of Global Customer Care, champions this customer-centric approach, embedding it throughout the organization to guide decision-making and foster a culture of trust. This customer-first mind ..read more

    Contact centers are undergoing a significant transformation with the rise of artificial intelligence. Mike Lytle, CEO of Teleperformance for the U.S., Philippines, and Canada, discussed how AI is reshaping the industry. With approximately 25,000 employees in the U.S. and nearly 500,000 globally, Teleperformance leverages advanced technology to enhance customer experience (CX). Teleperformance has deployed 60 proprietary AI solutions supporting their core services and to enhance data security. Today, more tha ..read more

    2024 is undeniably a year of remarkable change and opportunity. As the digital world evolves at an unprecedented pace, businesses must adapt quickly to thrive. But how can leaders successfully navigate this period of intense digital transformation? John Rossman, is a thought leader on digital and innovation strategies and author of “Big Bet Leadership: Your Transformation Playbook for Winning in the Hyper Digital Era”. He emphasized that this is a time for bold moves – what he calls “Big Bets.” These are strat ..read more

    My new book The 8 Laws of Customer-Focused Leadership: The New Rules For Building A Business Around Today’s Customer – comes out today, July 2nd! One day I was giving a workshop at a major telecom provider in Texas, and someone in the back of the room on the leadership team asked, “Blake, do you think that a customer-centric culture can be built by the frontline– or does it have to be created by the leadership team?” Think about it for a moment, building a customer-centric culture is a tough job. This means that ..read more

    The emphasis on customer experience has never been more critical for companies aiming to thrive in a competitive market. Joseph Michelli, with over 25 years of expertise as a professional speaker, consultant and author of several bestselling books on exceptional service, underscores this urgency. He shares insights from his work with iconic brands like Mercedes and Starbucks, as well as strategies for launching and maintaining successful customer experience programs. He stressed the importance of a solid customer ..read more

    How does a CMO ensure that the customer experience remains at the forefront of their brand’s strategy? Alison Hiatt, the Chief Marketing Officer and Chief Growth Officer at Vera Bradley Designs Inc., shares her journey into marketing, her passion for consumer behavior, and how the concept of customer experience has evolved. With her background in brands like Starbucks and Amazon, customer experience is all-encompassing, covering every interaction a customer has with a brand. Reflecting on her diverse experience, Hi ..read more

    Creating a customer-centric marketing technology stack is essential for delivering exceptional customer experiences. Darrel Alfonso, the Director of Marketing Strategy and Operations for Indeed.com, provides valuable insights into building and utilizing such a stack. Drawing from his extensive experience, including leading marketing for Amazon Web Services (AWS), Darrel highlights the importance of personalization, AI, and a holistic approach that includes post-sale customer success. A marketing technology stack mus ..read more

    Transforming customer experience in the B2B space isn’t just about front-end interactions—it’s about mastering the backend and organizational dynamics. John Durocher, Chief Customer Officer at Calix, brings decades of expertise from Accenture and Salesforce, demonstrating how robust infrastructure and strategic restructuring can revolutionize B2B CX. His practical insights reveal how to build deeper, more meaningful client relationships by streamlining operations and fostering true collaboration across teams. Streaml ..read more

    Contact center technology is transforming, driven by advancements in artificial intelligence (AI) and cloud technologies. AI integration is proving to be a game-changer, promising efficiency, cost savings, and a more personalized customer experience. Sheila McGee-Smith, a renowned contact center analyst with 35 years of experience, has observed this evolution closely. Her insights highlight how AI and cloud-based solutions are shaping the future of customer service. Traditionally, contact centers relied on server-base ..read more

    The retail landscape is undergoing a significant transformation, with wavering consumer loyalty and economic volatility presenting formidable challenges. Stephen Rogers, Managing Director at Deloitte’s Consumer Industry Center, shares Deloitte’s 2024 retail outlook, providing a strategic roadmap for retailers to thrive amidst this shifting landscape. Key Takeaways: Rekindling Loyalty: With consumers becoming more price-conscious and exploring alternative brands, retailers are focusing on rebuilding trust and loyalty ..read more