Thought LEADERSHIP INTERVIEW

Continuing my interview with Nate Brown, Chief Experience Officer at Officium Labs, we discussed why CX has helped drive growth, success, and loyalty.

In this interview, Nate Brown, Chief Experience Officer at Officium Labs, discusses why CX has become the cornerstone of a customer's growth, success, and loyalty.

Continuing my interview with Kristi Faltorusso, Founder of CS Real Simple, we talked about the key to improving customer satisfaction and making them loyal to our business

I spoke with Kristi Faltorusso, Founder of CS Real Simple, about how businesses can rise above the challenges posed by COVID-19 and ways to strengthen this emotional connection when there are fewer human interactions (since most of it now takes place through digital channels)?

I spoke with Anita Toth about how businesses can avoid painful pitfalls that will cost them more time and money. Anita also shares practical steps to manage and guide customers into a type of relationship they can appreciate, trust, and value.

I had a fun chat with my book editor, Mary Poppen, CCO at Glint. In this quick interview, we talk about managing customer expectations. How do we support customers amid this global pandemic and the lessons it teaches us?

I spoke with Annette Franz, CCXP, Founder and CEO at CX Journey Inc., to discuss the role of customer experience today and some of the foundational elements of delivering a great customer experience.

In this interview, Emilia D’Anzica, a Customer Success and Account Management partner at Winning by Design, shares her insights on driving growth across the organization (from a cost center to a growth driver).

In this interview, Keri Keeling, Global Head of Customer Success at Innovation & Intelligence at VMware, talks about the importance of establishing a value-driven business model and why it needs to be the central focus of the conversation.

In this interview, Jeanne Hopkins, Chief Marketing Officer at Lola.com, talks about why it is necessary to build a brand experience based on the individual needs and why CSMs must enable the right outcomes to the different persona they're working [with].

I spoke with Josh Zamora, Director of Customer Success at ServiceNow, to share his thoughts on the impact of the pandemic [in relationship building] and how CS should play its part while adapting to these changes?

Continuing my interview with Elaine Cobb, Vice President of Customer Success at Coveo, we talked about the challenges the organization faces, the strategic value of CS, and some ideas to rise above this challenge (pandemic).