Jeanne Bliss

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...

More evidence that customer experience is about emotions

Some interesting, if not surprising, news from the customer experience world recently.Forrester recently released their US 2017 Customer Experience Index, which goes through data...

What I did in my first year leading Customer Experience, with Tom McCann –...

Episode Overview Tom is the Principle, Head of Member Experience at Aon Hewitt. While he’s been in customer-facing roles for...

Healthcare CX for over 13 million members, With Geeta Wilson – CB61

Episode Overview Geeta Wilson is the VP, Consumer Experience – Enterprise Transformation at Humana, where she’s been since late 2013....

From Chief Information Officer to Chief Customer Officer, With Brian Lillie – CB60

Episode Overview (Wow, can’t believe we’re at 60 episodes!) One of the interesting things about the CCO role in the last...

Could ignorance actually benefit CX?

Interesting post recently by Jason Fried, the founder of Basecamp and 37 Signals, over on Medium. Here it is. He talks about the value of...

Google’s Customer Experience Leadership, With Catherine Courage – CB59

Episode Overview Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October...

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