Jeanne Bliss

The Importance of Good Customer and User Experience in Higher Education with Marc Riesenberg...

Overview Have you ever thought about the end-to-end customer experience of a student in higher education? From interfacing with the admissions department to the platforms...

Are You Using Your Mission Statement to Drive Customer Growth?

How does your company incorporate its mission statement? Is it used daily as a decision-making lens for uniting the organization in making operational decisions?...

Implement a Customer Experience Strategy at a Startup with VP of Customer Success, Adriana...

Overview Are you thinking about how to implement a customer experience journey at your startup? On this episode, Adriana Zeman, VP of Customer Success at...

Hunter Douglas’ B2B and B2C Customer Experience Leadership with Ross Garretson

Overview On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson, Vice President of Customer Experience at Hunter Douglas North...

How OpenX Builds Trust to Scale The Business

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which...

Growing a Grassroots Customer Experience Effort with EVP Anne Witherspoon

Episode Overview In today’s show with Anne Witherspoon, we learn that sometimes implementing customer experience efforts has to start as a grassroots engagement across the organization....

A Toolkit for Customer Experience Leadership in Government With CCO Anahita Reilly – CB74

Episode Overview Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? In this episode, Anahita...

Comcast Customer Experience Improvement Plan, With Charlie Herrin – CB73

Comcast Customer Experience – Episode Overview Charlie Herrin is the EVP of Customer Experience at Comcast, based out of Philadelphia. Comcast...

Getting Your Board to Embrace Customer Experience, With Maury Kask – CB72

Episode Overview In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging...

Proving the ROI of the Chief Customer Officer Role, With Enrique Gomez Alonso –...

Episode Overview Multi-time CX leader Enrique and I have a frank conversation about when it’s time to evaluate if the...

How to Win the Chief Customer Officer Role, With Sandy Miranda – CB70

Episode Overview Sandy Miranda explains her three rules for how to elevate from your existing role to a CCO Role...

A 6-Year Chief Customer Officer Role Roadmap, With Libby Duane Adams – CB69

Episode Overview Libby Duane Adams is a disciplined and mature CCO leader who shares her 6-year strategy for making the...

Career trajectories, tech vs. design, and the first 90 days: Recent podcast lessons

I’m up to Episode 68 on my customer experience podcast, and while I’ve shared lessons from my guests in the past, I haven’t done...

Building the CX Platform at Cisco, With Rachael McBrearty – CB68

Episode Overview Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she...

Companies showing great CX in the wake of natural disasters

Last week, we highlighted what Southwest Airlines was doing for those displaced by Hurricane Harvey, and now we have a few more examples to...

Improving the Energy Industry Experience, With Damian Cotchett – CB67

Episode Overview Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL...

How Hallmark Business Connections “does” Customer Experience, With Rhonda Basler – CB66

Episode Overview Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers —...

Candidate experience is also customer experience

I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to...

Improving the Experience at Israel’s Largest Supermarket, With Zvi Baida – CB65

Episode Overview Zvi Baida and I discuss his very large “hybrid” role where he runs the service operation and customer...

The Lifecycle and Legacy of a Chief Customer Officer, with Stephen Ingledew – CB63

Episode Overview Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley...

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