The Future of CX Is AI | With Dan Watkins and Rose Wang
In this episode we are discussing the future of CX and artificial intelligence with Dan Watkins, President of Forethought and Rose Wang, Head of Customer Experience also at Forethought. Forethought Te...
30 Sep 202132min
Customer Experience Transformation | Kenny Middlebrooks
Today we are talking with Kenny Middlebrooks, the Director of Customer Service at Mckesson. We discuss how Kenny has been able to handle customer experience transformation with the right people and ge...
23 Sep 202123min
Handling Quick Growth | Evan Hopkins
In this episode we have a special guest, Evan Hopkins, who is the VP of Global Sales and Customer Operations at Outdoorsy. Outdoorsy is the most trusted RV rental experiences marketplace on the planet...
16 Sep 202125min
Should CX Pros Forget About the Numbers and Focus on Behavior? | Scoreless QA with Justin Robbins
Today I met with the Chief Evangelist at CX Effect, Justin Robbins, and we discussed whether the professionals in CX should focus on behavior as opposed to numbers. Quality assurance in the context of...
9 Sep 202120min
Creating the Right Environment with the Right People | With Michael Fiato
In this episode we will be talking about how to delight your guests, spark your culture, and just ignite everything around you and to do that we have Michael Fiato, the SVP of Guest Experience at Eure...
2 Sep 202118min
Bringing Departments Together in Harmony | Gabe Larson
Today it’s just Gabe sharing an interesting experience he had this past week through which he learned some useful lessons. Sometimes leaders can go over a line with how they treat other leaders, which...
26 Aug 202113min
CX Imperatives | Wendi Sturgis
In this episode we meet with Wendi Sturgis who has been in the New York scene for the last 25 years. She used to be the Chief Customer Officer before becoming CEO and gives some good tips and advice o...
19 Aug 202122min
The Expedia Roadmap with Shannon Martin | Improve Customer, Employee, and Company Results
In this episode we talk about the 90 day roadmap to customer excellence with Shannon Martin, the Senior Director, Travel Partners Group PMO at Expedia Group. We talk about where to start in getting yo...
12 Aug 202117min
