207 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

    • Business

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.

    Let Your Company's Values Guide Decision-Making During Tough Times

    Let Your Company's Values Guide Decision-Making During Tough Times

    In a recent LinkedIn Live conversation I had with Zvi Baida, CCO at Shufersal, one of Israel’s largest grocery retailers, we spoke about how he and the C-Suite handled the shift in consumer behaviors and demands during the pandemic. During the time of lockdown where folks were worried about access to food, water, and medical supplies, Zvi and his team faced new challenges. They had to think through how to handle increasing supply demand without sacrificing the quality of their customer experience.

    • 34 min
    Engaging the Millennial Workforce with the C4 Method: Communicate, Cooperate, Collaborate & Co-Create

    Engaging the Millennial Workforce with the C4 Method: Communicate, Cooperate, Collaborate & Co-Create

    In a conversation we recently had on my LinkedIn Live, I chatted with Dr. Philip Zimmerman, life coach, founder of Engineering Leadership Design Company, an author of Unleash the Millennials: and Save the World. We spoke about the millennial desire for purpose-driven work that aligns with their personal values and how to best come together in the workforce. We then explored his “C4” categorization of aspects that every workforce should pay attention to: communicate, cooperate, collaborate, and co-create

    • 56 min
    How LEGO Continues to Focus on the Customer Experience in Brick & Mortar and Digital

    How LEGO Continues to Focus on the Customer Experience in Brick & Mortar and Digital

    The LEGO brand has been a part of the legacy of all of our childhoods and according to Simone Sweeney, Vice President Global Retail Development at LEGO Group, the already popular LEGO has seen a resurgence as families spent more time together during the COVID-19 lockdowns. In my conversation with Simone Sweeney on my LinkedIn Live, we discuss how she and her team are currently navigating the retail landscape, and we explore what impact the shift in E-commerce behavior has had on their CX.

    • 54 min
    How to Modernize Financial Services Through Customer-Centric Strategy

    How to Modernize Financial Services Through Customer-Centric Strategy

    In my conversation with Will Kingston, Incoming Director & Head of Financial Services (USA) at CLEAR - M&C Saatchi, we talk about how he developed a passion for CX. As a lover of FinTech, his goal has been to modernize financial services in a way that revolves around customer strategy and customer centricity. 

    Will shares plenty of great tactical advice in this conversation and I think you’ll find some actionable items that you can bring to your team.

    • 38 min
    3 Tips for CX Leaders in B2B Organizations with Hubspot's Yamini Rangan

    3 Tips for CX Leaders in B2B Organizations with Hubspot's Yamini Rangan

    In this replay episode, we revisit a conversation with Yamini Rangan, Hubspot's first CCO and a 24-year industry vet, who shares how the company improved their customer and employee experience by becoming internally unified. She also talks about how the company adjusted during the pandemic while continuing to put the customer first. 

    • 49 min
    Three Tips to Help Leaders Rethink How They Leverage Customer Data

    Three Tips to Help Leaders Rethink How They Leverage Customer Data

    This episode is a replay of a popular conversation I had with Leslie Stretch, the President and CEO of Medallia about leveraging customer data to understand and anticipate customer needs. Leslie talks about how the pandemic has become “digital disruption at massive scale,” and the positive impacts this can have on the customer experience.

    • 1 hr

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