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Nov 16, 2017

Head of Customer & Digital Experience, APAC & EMEA for Citi, Niamh Byrne joins us from Customer Experience Management Summit Asia where she discusses covering 17 countries in Asia and Europe. She notes that she’ll often talk to New York HQ in the morning and perhaps at night and everyone else in between. Niamh...


Nov 9, 2017

Recorded at CCW, Deb Alvord joins us and shares that her career began on the floor as an agent with American Airlines working her way up to Training then Quality to a Supervisor role…and then to a Supervisory role over agents. Deb notes that many conversations are very similar to the one’s she had on the front lines...


Nov 2, 2017

Recorded at CCW, Tim Fischer joins us as the director of contact center and order processing at Colony Brands and shares that every morning he zeros in on what today’s going to look like based on how yesterday went and what to expect for the rest of the week. Tim’s job is to maintain the strong employee focused...


Oct 26, 2017

Recorded at CCW, Suzanne Henricksen joins us and shares that although she’s been on the west coast for quite some time, she’s an east coaster at heart. Early on in her career she focused on earning respect through actions. After an early job in debt collections and an internship in Napa Valley, a former...


Oct 19, 2017

Recorded at CCW, Hui Wu-Curtis joins us and shares that while she grew up in Phoenix, she and her family came to the US from Taiwan when she was 5 and at the time she didn’t know any english. She changed that in under two years and was good to go in 2nd grade. Her parents were completely focused on education so if...