Sep 24, 2019
Customer experience isn't limited to simply how your employees interact with your clients - it plays a critical role in how products are developed and maintained. Steve welcome Arjan Vilkhu, senior manager of customer insights at Hill-Rom, a global medical technology company, to discuss how their CX program informs...
Sep 17, 2019
B2B companies are beginning to move into more subscription-based services, another influence from the B2C space. Steve welcome Musa Hanhan, senior director of customer experience at Genesys, to discuss how subscription-based models impact the customer experience for B2B companies.
Sep 10, 2019
Like most professions, CX pros enjoy the benefits and support of an organization that provides resources and ways to network with other professionals. Steve welcomes the new CEO of the Customer Experience Professionals Association - or CXPA - Greg Melia for a discussion on the organization's benefits and future.
Sep 3, 2019
It's not easy moving toward a customer-centric mindset, and Steve's guest is concerned that companies too often forget the customer heterogeneity - the differences between their customers. Peter Fader, professor of marketing at The Wharton School of the University of Pennsylvania and co-author of “The...