Jeanne Bliss

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...

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...

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