Jeanne Bliss
Jeanne Bliss
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.
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 experience for Shufersal — the...
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 Berry Birch, and Standard Life....
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 – CB62
Episode Overview Tom is the Principle, Head of Member Experience at Aon Hewitt. While he’s been in customer-facing roles for about 25 years, he’s only...
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. In this episode, we primarily...
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 half-decade is that you’re…
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 2016. This is his third...
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 2015 and 2016, so he...
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 from hospitality and marketing to...
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 the expanding “Hybrid CMO” taking...
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 movement and a beloved brand.…
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 perennial customer experience leader with...
Customer Experience Transformation to win “Sports Event of the Year”, With Lynn LaRocca – CB52
Episode Overview Lynn LaRocca is the SVP and Chief Experience Officer of the New York Racing Association. While they hold numerous events throughout the year,...
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 large-scale provider of financial services.)...
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 fundamentals of process and quality...
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...