38 min
CX Leadership: Are You Willing to Be Authentic, Have Difficult Conversations, and Break Silos? The Chief Customer Officer Human Duct Tape Show
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- Management
Jenn Oyler and I discuss CX strategies that impact both the employees and customers in a B2B2C organization. We also explore some finer details of the work when we chat about the various CX KPIs that Jenn measures against, how they determine ROI, and her leadership style. Jenn is the vice president and head of customer experience at Principal Financial Group and has experience at State Farm.
Jenn Oyler and I discuss CX strategies that impact both the employees and customers in a B2B2C organization. We also explore some finer details of the work when we chat about the various CX KPIs that Jenn measures against, how they determine ROI, and her leadership style. Jenn is the vice president and head of customer experience at Principal Financial Group and has experience at State Farm.
38 min