The One Thing - Customer Experience From the Top

May 24 2021

The One Thing - Customer Experience From the Top Podcast artwork

Great customer experience, the only competitive strategy in today's business reality, is fueled by great leadership. Culture starts at the top, but many brands don't drive customer-first strategy in their business models. For those at the top who want to make that leap but don't know how, Customer Experience expert Liliana Petrova joins leaders who share what they do to put the customer at the center of their business.

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The Value of Moving Fast and Trying New Things - with Kambiz Hemati

May 24 2021 46 mins

Innovation is about connecting the dots and solving human problems. Without context or story, this will not have ROI. The starting point for any experience-design program is knowing the DNA of the brand and the customers it serves. Just ask Kambiz Hemati, VP, Customer Experience & Environments at American Eagle Outfitters, whose impressive career has put him in the middle of th

The Role of Digital in the Student Experience - with Miguel Martinez-Saenz

May 04 2021 44 mins

Customers are always paying attention -- you can’t miss a beat. There’s nowhere that’s more true than with an institution of higher learning, where students are both customers and residents. So setting a standard for student experience is paramount for leadership. Just ask Miguel Martinez-Saenz, President of St. Francis College in Brooklyn NY (of which Liliana Petrova happens

The Right Buy-In, The Right Customer Experience - with Michael Williams

Apr 19 2021 42 mins

The life-cycle of a customer is the exact map brands need to create strategic experiences which create lifetime value for customers. Understanding where they’ve been, and where they are likely to go, are two critical building blocks for customer experience design. But also vital is leadership which spends time in the field to understand the customer’s needs, 360-communication a

Redefine How to Capture the Patient Voice - with Alan Dubovsky

Apr 04 2021 38 mins

Listening. It's a basic building block to effective customer experience and, ultimately satisfaction. It is also a consistent message we are hearing on this show. Ironically, in the one industry where listening is the most impactful aspect of customer experience, health care, it may be happening the least. Alan Dubovsky, Chief Patient Experience Officer at Cedars-Sinai in Los Angel

Customer Experience Is More Than One Thing - Baked by Melissa Co-Founder/CEO Melissa Ben-Ishay

Mar 04 2021 32 mins

From the beginning -- the first hire, the brand values, and the initial vision of the website -- cupcake dynamo Baked by Melissa has been focused on the experience of the customer. It’s part of the recipe. And with cupcakes being an emotional purchase, celebrating something happy, soothing something sad, or thanking when something is good, it's personal for both the customer and

Improving Patient Experience with Video - with Meghan Nechrebecki

Feb 16 2021 40 mins

Every business must participate in the digital journey. How do you jump to digital if traditionally you haven't had to focus on your customer, as an industry. This is the challenge for health care. Today health care systems are supposed to meet patients where they are, and they are forced to figure it out while in motion. What's more, they have to learn from other industries. Megha

Customer Experience Leadership – From Physical to Digital with Bill Lynch

Jan 25 2021 54 mins

The President of the Specialty Food Association, Bill Lynch, shares how to lead an organization in a customer-centered way and move the customer experience from physical to digital.