The Global Marketing Lead for CX at Oracle, Nate Skinner joins us and takes us through Marketing Mistakes to Avoid. Along the way, he also sets a path for success all while sharing use cases from his impressive career with some of the best companies in big tech ..read more

Elan Frank from Slack joins us and shares that the tool began life as a side project of another initiative. It's grown to be a true alternative to email. Channel based messaging is built for the future of work and as we discuss, the future of work is here, now ..read more

Karen Tilstra is the co-founder of the Florida Hospital Innovation Lab. In this conversation, Karen emphasizes the intent of the Innovation Lab, which, not surprisingly, is innovation. However, the process to innovation is often overlooked. Karen describes it as a “multifaceted journey of learning, of discovery, of openness.” In other words, innovation isn’t instantaneous, nor does it happen in a silo. When a brand thinks they know what’s best for their customers—instead of interacting with those customers—it’s often the beginning of the end. Karen details Sears’ downward spiral as an example ..read more

..read more

Fred Reichheld joins us again, this time to discuss employee engagement. The business benefit to ensuring a positive employee experience is because that translates to a positive customer experience. As Fred discussed last time, a good customer experience means an increase in profit. However, Fred is careful to clearly define what make a good employee experience. Is it lots of vacation time, the ability to shirk difficult customers, and taking on only the best shifts? Of course not, as this would lead to a bad customer experience. Fred instead focuses on “helping your employees lead great lives ..read more

Fred Reichheld, the creator of the Net Promoter System (NPS), joins us to discuss the task of building a customer-centric culture. Companies that do the best at enriching the lives of their customers are growing two-and-a-half times faster than their competition. Today, word of mouth and truth spreads like wildfire. The modern enterprise can no longer depend on clever advertising campaigns to mask their shortcomings. Building a customer-first culture isn’t always easy, though. Legacy companies have to fight through their capitalistic pasts. Metrics need to change. Shareholders must get on boar ..read more

McDonald’s senior director of innovation, Deena John, joins us to talk about digital transformation. While definitions vary, Deena describes digital transformation as “transforming through integration of technology” with the goal of generating maximum value for the customer. End-to-end disruption means looking into the future and creating a transformation road map that leads to a new operating model. Deena discusses the differences and similarities between agile and lean, and the iterative process that makes scaling sustainable. Deena frames her key points with specific examples. Next, she ask ..read more

Todd Gillam joined Comcast a decade ago—when the word “Comcast” was met with severe negativity. During the first part of our conversation with Todd, he laments over those dark days and discusses the progress they made the first five years after he was hired. They cleaned up their image by addressing common complaints such as hold times and technician effectiveness. Stage two involved systematically identifying and fixing a broader range of customer pain points by utilizing NPS surveys. By combining the operation end of things with the product, Comcast is offering a single digital interface sol ..read more

Uzair Rashid, with CVS Healthcare, explains the importance of structuring innovation. Uzair brings a unique perspective to CVS, a Fortune 10 healthcare innovations company, because prior to CVS, he spent many years as a consultant. He understands how to level set and create meaningful change in legacy companies. When it comes to healthcare disruption, Uzair puts it this way: “Innovation at the speed of regulation.” Uzair’s goal is to seek out key technology enablers that create new patient experiences, drive down cost, and take the challenge of resource contention out of the game. By leveragin ..read more

The entertaining Genworth Financial team joins us from OPEX Week 2020 to tell us their enterprise’s transformation story—or journey, more accurately. Kathleen starts off by explaining her view of the company 15 years ago: “It was a very siloed organization. It was very much command and control; very hierarchical. We were focused very much on our processes, like manufacturing, because we came from GE.” Sometimes, as Martijn is quick to interject, they were focusing on the wrong processes. Their new goal was to focus on the customer and increase associate empathy. The leadership team achieved th ..read more