How do you become a top CX leader in 2023 like Alaska Airlines? It starts with leadership and building a culture for top customer experience.Learn more strategy tips from Susanne Axelsson’s interview with Travis Gelbrich Managing Director of Gu

30. Create a Voice of the Customer Program that Highlights your Service Standard with Stacy Armijo, Chief Experience Officer at Amplify Credit Union

Aug 26th, 2022 41m 54s

Stacy Armijo is the Chief Experience Officer at Amplify Credit Union. She believes that reputations are built on experiences, not intentions. That's why she's passionate about tying together the promises we make as marketers, employers, and lea

29. The Future of CX with Tom DeWitt, Ph.D. CXM@MSU

Aug 18th, 2022 27m 6s

Tom DeWitt, Ph.D. is the Director of CXM@MSU at Michigan State University and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. In that role, he is dedicated to advancing c

28. Build a Company Culture Obsessed with EX with Samantha Gadd, Founder & CEO HUMANKIND

Aug 11th, 2022 18m 22s

Meet Samantha Gadd a founder, business leader, and employee experience (EX) expert, based in New Zealand. For 10 years Samantha has been leading the way in EX thinking through growing the largest HR & EX consulting business in NZ, Humankind, an

27. Customer Experience Strategies with Doug Koob Founder and CEO of Circle Alliances

Aug 2nd, 2022 31m 48s

Some key lessons Doug and Susanne dive into:The importance of frontline workers having a seat at the table. Showing appreciation and recognition to your frontline workers Approaching business like you're collecting friendships and then it doesn

26. Deliver an employee experience that achieves great customer experience with Jill Raff, EX2CX™ expert

Jul 13th, 2022 21m 36s

Some of Jill's awesome advice for CX leaders:The core of a great employee and customer experience is to transform what otherwise would be a cold transaction into an interaction in order to create those relationships.Try starting every single mo

25. The Power of Emotional Intelligence with Sandra Thompson, Customer and Employee Experience Educator

Jul 13th, 2022 33m 43s

The BIG idea:Emotional intelligence is a must-have skill for successful managers. Sandra talked both about what it is and why businesses who focus on it experience increased revenues and greater staff engagement, ultimately becoming industry le

24. Ritz Carlton on delivering five star customer experience with Horst Schulze, Co-founder

Mar 30th, 2022 33m 18s

If you heard Horst Schulze, Co-founder at The Ritz Carlton, talking about the hotel’s Ladies and Gentleman you might assume that he was referring to the guests, but you’d be wrong. As the companies most important asset in their service commitme

23. Barry's on how to grow your customer service ‘gains’ with Devin Murphy, Senior Vice President of Operations

Mar 23rd, 2022 25m 3s

“Workout hard and be nice” is the simple yet powerful mantra of leading fitness brand Barry’s (fitness studio), encapsulating the culture and reinforcing the values that have made this global business as successful as it is today with more than

22. SmileDirectClub on smiling and thriving at work with Cheryl DeSantis, Chief People and Diversity Officer

Mar 17th, 2022 31m 2s

Cheryl’s advice for listening is to: “Be curious, be open and ask questions from an appreciative inquiry space. That means ‘Help me understand more about that and why is that important to you?’ Because when you have a conversation from an invit

21. 'Nail' your customer service goals in 2022 with Mitre 10 and Kirsten Riechelmann, Head of People Experience

Mar 10th, 2022 32m 13s

Head of People Experience, Kirsten Riechelmann, has worked for New Zealand’s largest home improvement retailer, Mitre 10, for more than 16 years. The co-operative comprises 84 locally owned and operated stores, with owners who are passionate ab

20. Working up a storm in the fitness world with fitness advocate Mel Tempest

Dec 9th, 2021 17m 55s

These perfectly sum up Mel’s whirlwind approach to inspiring herself, her team and her customers:“Passion comes from that feeling of helping people achieve their dreams and giving them an opportunity to better themselves.”“We all need to collab

19. Why is consistency core to Uber’s customer satisfaction success? with Adi Tobias, Head of Customer Experience for Uber

Dec 1st, 2021 27m 59s

Design repeatable experiences...Once customer service basics have been embedded, Adi believes that the next step is to build value in the repeatability of a consistently great experience – and that takes more than just a great frontline team… “

18. HMSHost - The ‘connection’ that powers customer service at airports with Joe Thornton, COO

Nov 23rd, 2021 27m 31s

In the food and service airport branches where fast food has to be even faster, a focus on excellence at the frontline is key. Here’s how Joe ensures his people’s insights are used to shape an even better future; how focussing on the right prio

17. GYMGUYZ give their best advice for a frontline ‘workout’ with Josh York CEO and Founder

Nov 18th, 2021 19m 38s

Josh four most important pillars for creating a strong culture... FUN: “You cannot run a business without fun. If you do, everyone's going to be miserable, and no one will want to come to work.” UNITY: “You have got to work together as a team.

16. How to build mastery in your frontline teams by a helping approach with Customer Experience Manager Anna Egan from A1

Nov 11th, 2021 16m 59s

Anna Egan has deep experience in the fields of customer experience, sales, coaching and training. Her product knowledge and project management expertise have seen her play a pivotal role in building high-performing teams for global organisation

15. Shep Hyken on the anatomy of customer loyalty

Nov 3rd, 2021 27m 53s

Find your unique why as a businessThe word amazing isn’t just part of Shep’s title, it’s also part of his company mantra – to always be amazing. Shep believes that crafting your own unique company mantra or mission statement is an essential pie

14. United Healthcare - 5 counter-intuitive customer service secrets with Jerry Campbell, Director, Consumer Services

Oct 27th, 2021 30m 32s

Basic #1: Want to lead? Start by serving...Ever heard the saying “We rise by lifting others?” Servant leadership is a management philosophy founded by Robert Greenleaf who teaches that a leader’s role is to serve. This is vastly different from

13. Leading yourself and business through change with Ish Cheyne, Head of Fitness for Les Mills New Zealand

Oct 21st, 2021 21m 32s

Seeing mistakes as opportunityThe story: Ish started his career with Les Mills by mistake, ending up with a sales role after heading into the wrong door for his first chef’s job. He could have turned around and walked out - yet this serendipito

12. When world-class customer experience is the aim - personal and team motivation is key with Mitch Watkins, Chief Experience Officer at Greenix

Oct 14th, 2021 19m 59s

Mitchell (Mitch) Watkins, Chief Experience Officer at Greenix, is a people person – you can see it in his smile when he talks about leading the team of people he truly cares about. He’s had years of experience of frontline sales and spent a car

11. Set your service standard with Christine McHugh Author and Ex. VP, Customer Service and Operations Services for Starbucks

Oct 5th, 2021 35m 4s

Leaders set the tone… Christine starts our chat with a powerful example of an unsuccessful Starbucks store that made a 180 degree turnaround based on just one thing: a new manager! Her belief is that leaders set the tone - for the team, the sto