177 episodes

Join us to learn the leadership practices from C-Level Customer Experience executives at Airbnb, Walgreens, Audi, Premera, The Smithsonian Institute, Barney’s New York, and Adobe among others. They will fearlessly share with you what works...and what doesn’t work as we debunk this role, why it’s not about ”Kumbaya", but rather how the Chief Customer Officer is acting as the human duct tape of the organization - uniting companies to earn the right to customer-driven growth.

Hosted by Jeanne Bliss, five time Chief Customer Officer and author of "Would You Do That To Your Mother?" and “Chief Customer Officer 2.0." Jeanne is joined by CCOs around the world as they share how they gain traction in transforming their business, leaders and operations.

The Chief Customer Officer Human Duct Tape Show Jeanne Bliss

    • Management

Join us to learn the leadership practices from C-Level Customer Experience executives at Airbnb, Walgreens, Audi, Premera, The Smithsonian Institute, Barney’s New York, and Adobe among others. They will fearlessly share with you what works...and what doesn’t work as we debunk this role, why it’s not about ”Kumbaya", but rather how the Chief Customer Officer is acting as the human duct tape of the organization - uniting companies to earn the right to customer-driven growth.

Hosted by Jeanne Bliss, five time Chief Customer Officer and author of "Would You Do That To Your Mother?" and “Chief Customer Officer 2.0." Jeanne is joined by CCOs around the world as they share how they gain traction in transforming their business, leaders and operations.

    3 Tips for Building A Patient Experience Strategy at NewYork-Presbyterian Hospital

    3 Tips for Building A Patient Experience Strategy at NewYork-Presbyterian Hospital

    In today’s extremely interesting conversation with Rick Evans, the SVP and Chief Experience Officer for the NewYork-Presbyterian Hospital, you’ll hear some of the tactics and strategies that Rick has employed at this esteemed hospital to improve the patient experience and to increase HCAHP scores.

    • 49 min
    To Achieve Growth: Prioritize Customers, Partner with Leaders, and Connect to the Larger Business Strategy

    To Achieve Growth: Prioritize Customers, Partner with Leaders, and Connect to the Larger Business Strategy

    In today's episode, Julio shares how he organizes complex operations into simpler formats but does so in a way that encourages business growth. He understands the importance of creating and executing strategic plans while also being a storyteller. It is this combination of right and left brain skills that he attributes to his success.

    • 46 min
    How to Build Your Customer Experience from Scratch Within a Fast-Growing Organization

    How to Build Your Customer Experience from Scratch Within a Fast-Growing Organization

    How does your organization keep its "special sauce" as it grows? This is the challenge that Daniel Brousseau, senior vice president and head of client experience at City National Bank, experienced while leading the bank's new CX transformation.
    In this episode, Daniel shares that City National was acquired by a bigger bank and was therefore expected to grow. He was stepping into a role that hadn't previously existed, but also into a company that was extremely client-focused and supportive of improving the customer journey. 

    • 49 min
    5 Lessons to Strengthen Your Experience from Airbnb: Interview with Joseph Michelli

    5 Lessons to Strengthen Your Experience from Airbnb: Interview with Joseph Michelli

    What can we learn from disrupters like Airbnb which have introduced the sharing economy into the business landscape? This new business model has impacted customer experience expectations even beyond tech platforms. In today's conversation with Joseph Michelli, we discuss his latest book, The Airbnb Way. In this book, Joseph looks at how Airbnb has been able to thrive, based on 5 key concepts that can be applied to any industry.

    • 42 min
    Learning on the Job: 4 SaaS Leaders Share CX Lessons from the C-Suite

    Learning on the Job: 4 SaaS Leaders Share CX Lessons from the C-Suite

    In today's episode, we're revisiting some important takeaways shared by 4 customer experience leaders in the SaaS industry who were previous guests on the show. You'll hear thought-provoking insights, as well as lessons learned by these leaders who've lead transformations in their organizations. Additionally, you'll hear their responses to my pay it forward question, "what do you know now, that you wish you knew then?" which I know is a favorite for some of you! Enjoy the show.

    • 30 min
    How to Implement Customer Success Standards Across a Global Organization with Catherine Blackmore of Oracle

    How to Implement Customer Success Standards Across a Global Organization with Catherine Blackmore of Oracle

    When it comes to customer success, you have to focus on your internal culture. As I've said before, what's on the inside shows up on the outside.  Given this concept, how do you develop your team, evaluate them, and put them in a position to succeed? In today’s conversation, Catherine Blackmore, Global Vice President of Customer Success at Oracle, walks us through the evolution of the purpose of customer success. 

    • 53 min

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