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Mar 29, 2018

The Senior Director of Operational Excellence and Six Sigma- US & Canada for Marriott Hotels, Sally Toister joins us from the OPEX Summit in San Diego where she shares that the organizations entire business is around customer experience. Her background is obviously as a six sigma practitioner. She was taught the...


Mar 22, 2018

Citi’s Director of Customer Listening and Engagement, Michelle Brigman joins us from CCW where she shares that we all know that we need to listen to the voice of the customer to understand that we’re bringing the right solutions to them. Michelle and her team realized that they had an opportunity to not wait for...


Mar 15, 2018

Chris Dotson joins us and shares that he leads the operations enablement group which is comprised of the training, quality, process, risk and change management teams that surround the customer contact center. Chris and his team have to make sure that they’re always looking at things from the players perspective....


Mar 8, 2018

The Chief Customer Experience Officer for AIA Malaysia, Troy Barnes joins us and shares that he tries to keep it as simple as possible. He see’s his position as ultimately him being personally accountable for the experiences the organization creates for customers. He, of course, credits his very talented team...


Mar 1, 2018

Dominic Hoffmann, the Chief Customer Experience Officer of Lazada Malasia of the Lazada Group of the Alibaba Group joins us and shares that NPS might not be the definition of success as it’s currently widely understood. That said, Dominic does agree that it’s one of the most important KPIs to measure the...