Jeanne Bliss was a CCO for 25 years, and now runs CustomerBliss where she leads customer experience transformation around the world with CCOs and the C-Suite. She is a co-founder of the Customer Experience Professionals Association. Her two best-selling books are Chief Customer Officer and I Love You More Than My Dog. Her newest book is Chief Customer Officer 2.0 - How To Build Your Customer-Driven Growth Engine.
How must we examine the complete customer journey to understand the underlying drive of customers? How can we use that customer journey to develop digital…
“I think the power of collaboration and people talking together and sitting together shouldn’t be underestimated,” says Charlotte Dunsterville, Chief Customer Officer of Sure International...
Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some...
How do you define patience experience in a hospital? In today’s episode, I speak with Alan Dubovsky, Chief Patient Experience Officer at Cedars-Sinai, who...
“Our customers’ lives and our lives are made up of moments,” says Dan Heath, co-author of The Power of Moments: Why Certain Experiences Have Extraordinary...
We recently learned that a good friend of ours and member of the Customer Experience Professionals Association, Diana Helfinstine, VP of Customer Experience at Essilor,...
Being empathetic and engaged are core parts of the patient and caregiver experience at Cleveland Clinic. Dr. Adrienne Boissy, a neurologist and the leader...
Ingvar Kamprad, Founder of IKEA, recently passed away in Sweden, leaving quite a legend behind him. IKEA, the beloved furniture store not just for Americans,...
Overview “I have a passion for customer service and customer care, and I know that I have high expectations.” says Kathy Tobiasen, VP of Customer Experience...
Overview How do you transform customer experience within the postal service – an industry that affects the whole nation? In this episode, Christine Corbett, a...
As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a...
Overview How do you drive transformation in the highly regulated financial industry? In my conversation with Isabella Lau, who has held the hybrid role of...