Jeanne Bliss

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...

Award Winning CX Leadership in Banking, with Mark Slatin – CB58

Episode Overview Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both...

Customer experience innovation: A shift in how to think about it

I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’s a...

Customer Experience Innovation in Healthcare, With Jackie McAtee – CB56

Episode overview Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path...

Discussing the Hybrid CMO, With Drew Neisser – CB55

Episode Overview Drew Neisser, who has interviewed over 200 CMOs, and I discuss the evolving role of the CMO, and...

SVP Member Experience at Peloton, With Brad Olson – CB54

Episode Overview Brad Olson talks with me about his work to velocitize the member experience at Peloton, and creating a...

Transforming CX in Financial Services, With Claudiu Coltea – CB53

Episode Overview Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group. He’s a...

Customer Experience Transformation to win “Sports Event of the Year”, With Lynn LaRocca –...

Episode Overview Lynn LaRocca is the SVP and Chief Experience Officer of the New York Racing Association. While they hold...

Don’t replace “thinking” with “execution”

It can be common at some companies for execution to be the norm. (More on this in a second.) I’ve done 51 episodes of...

Making the case for the Chief Customer Officer Role, With Milista Anderson – CB51

Episode Overview Milista Anderson is currently the Chief Customer Experience Officer of FIS Corporate and Digital Solutions. (FIS is a...

Customer experience examples: 8 relevant ones

I just hit Episode 50 of my customer experience podcast. It’s been so interesting to talk to CCOs and SVPs in different industries and get...

Business to Business Customer Experience Leadership, With Tabitha Dunn – CB49

General Episode Overview Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the...

The 50 first dates problem of CX

Came across an interesting article recently recapping many of the current themes and trends being discussed in customer experience.The article is ostensibly a recap...

Will omnichannel someday die out because of Big Data?

After a few days and posts covering the United Airlines incident, I want to briefly turn attention to omnichannel.You probably know what omnichannel means, but...

A United Airlines Post Mortem Discussion, With Diane Magers – CB48

Episode Overview The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and...

Addressing the United incident, Part 1

I realize everyone and their mother and their mother’s dog walker has weighed in on the United incident by now, but people have been...

Chief Customer Officer in Manufacturing & Distribution With Anne Herman — CB47

Episode Overview Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and...

How NPS was pioneered at Intuit & Sprint, with Brian Andrews — CB46

Episode Overview Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. We talk about...

Unite the silos: The channel-by-channel curse

eConsultancy just put out a guide around customer experience best practices, some of which are detailed in this blog post. Two stats jumped out at...

Vice President of Southwest Airlines Inflight Operations, with Sonya LaCore – CB45

Episode Overview Southwest Airlines has an industry-standard approach to promoting people from within. Sonya LaCore actually began as a flight...

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