The Chief Customer Officer Human Duct Tape Show

Prioritize Customer Dignity, Listen to First-hand Accounts, and Turn One-time Customers into Loyal Regulars

24 Feb 2023

Contributed by Lukas

Today's compilation features excerpts from two interviews: Christopher McShane, SVP of customer experience at Serta Simmons Bedding, and Jon Picoult, ...

How to Measure the Extraordinary in an Experience-driven Economy

06 Feb 2023

Contributed by Lukas

I had the pleasure of speaking with neuroscientist, professor, speaker, author, and cofounder of Immersion Neuroscience, Dr. Paul Zak. Give this epi...

Customer-centric Companies Are Employee-centric

29 Dec 2022

Contributed by Lukas

As we head into the new year, I ask that you revisit this podcast episode, where you'll find many more valuable gems from my friend, Curtis Kopf. Your...

What I Know: Shared Memories Build Bonds

16 Dec 2022

Contributed by Lukas

As you're developing what you develop your products, your services, know that—in your communication, you have a wonderful opportunity to rise above—...

First Things First: Get the Fundamental Customer Experience Right

02 Dec 2022

Contributed by Lukas

In this conversation with Matt Baer—Chief Digital and Customer Officer at the longstanding, iconic retailer Macy's—shares key insights on the impo...

How Can You Improve Employee Experience Within a HealthCare Nonprofit?

21 Oct 2022

Contributed by Lukas

In this conversation with Cassandra Crowe, Chief Executive Officer at Sharp HealthCare, Cassandra shares some high-level insights regarding the employ...

What I Know: Lead for Admirable Growth

03 Oct 2022

Contributed by Lukas

How are you taking steps to deliver what you do? Are you willing to step outside the bounds of what everybody else does? And take an ADMIRABLE action ...

Are You Improving Employee and Customer Experience Simultaneously?

23 Sep 2022

Contributed by Lukas

Lynda Firey-Oldroyd, CCO of Topgolf speaks on previous career successes at blue chip companies and details the importance of employee and customer exp...

What I Know: "One Version of the Truth" is Critical

09 Sep 2022

Contributed by Lukas

In order to move from where you are, you need to all agree on where you've begun. "One version of the truth" is critical. In this episode, I share an ...

A CCO's Role Goes Beyond Customer Experience to Change Management

26 Aug 2022

Contributed by Lukas

In this conversation with Andy Clement, the CCO at Kimberly-Clark Professional, who has been with the organization for over 30 years, we discuss how ...

What I Know: You MUST Do the Customer Math

18 Aug 2022

Contributed by Lukas

Doing customer math rallies your team not only to ask, "Did we earn more customers than we lost?" But it pushes everybody to care about the why. Find ...

What I Know: Dance With the Power Core

08 Aug 2022

Contributed by Lukas

To get traction that becomes foundation to the way that people lead, you must understand the cores of power inside the organization. In this episode...

Develop a 90-Day Plan for Your Customer Experience Transformation

18 Jul 2022

Contributed by Lukas

In this conversation, Christopher McShane, the senior vice president of customer experience at Serta Simmons Bedding chats with me about how he helped...

What I Know: Customer Experience is Floundering

14 Jul 2022

Contributed by Lukas

What I know is that customer experience is floundering. We are focusing on the mechanics instead of the meaning of the work. At the end of the day, cu...

What I Know: Everybody Needs a Little Pixie Dust

08 Jul 2022

Contributed by Lukas

What I know is that everybody needs a little pixie dust. When you do things that are unexpected for your customers, they remember you and it bonds you...

What I Know: Goal Map, Not Journey Map Pt. 2

01 Jul 2022

Contributed by Lukas

What I know is that goal mapping not journey mapping is a new way of leading, uniting your organization and earning the right to customer driven-grow...

What I Know: GOAL Map, Not Journey Map Pt. 1

27 Jun 2022

Contributed by Lukas

A goal map starts with the goals your customer wants to achieve and shifts your KPIs. By measuring the things that your customer cares about, it tran...

What I Know: Principles Must Be Lived

22 Jun 2022

Contributed by Lukas

Principles shouldn't just be words on a wall. They should be used to lead. In this episode, I share a powerful example from my time at Land's End.

Use Technology and Empathy to Improve Customer Experience

17 Jun 2022

Contributed by Lukas

In a recent Linkedin Live conversation, I spoke with Natalie Petouhoff, a senior customer experience strategist and business consultant at Genesys. He...

4 Tips for Thinking Through Your Big-Picture CX Strategy

20 May 2022

Contributed by Lukas

In my conversation with Curtis Kopf, the Chief Experience Officer at REI, we discuss thought processes and strategies that go into navigating successf...

Assess Your Customer Experience Consistency and Stay Inspired in Your Work

22 Apr 2022

Contributed by Lukas

"Connect with people as humans, get to know them a little bit personally, so that you have a connection, so that when times become tough and you've go...

Enhancing CX Initiatives Within a Bureaucracy? Learn How to Leverage Opportunities

25 Mar 2022

Contributed by Lukas

When it comes to implementing customer experience enhancements across your organization, how do you know if your efforts are successful? In this conve...

Enhance Customer Experience Through Employee Engagement and Culture Development

11 Mar 2022

Contributed by Lukas

In this conversation, you'll hear from two leaders who have led transformative customer-centric initiatives at organizations that have global reach: C...

Develop a CX Transformation Strategy by Focusing on Root Issues

25 Feb 2022

Contributed by Lukas

How can we practically put measures in place to improve customer experience for organizations in which the internal and external stakeholders see resu...

4 Ways to Strengthen CX Leadership in Purpose-Driven Work

11 Feb 2022

Contributed by Lukas

Today's compilation features two brief segments from Raj Sisodia, co-author of The Healing Organization and Conscious Capitalism, and Bob Thomas CCO...

4 CX Principles from Jon Picoult to Turn Customers into Lifelong Fans

28 Jan 2022

Contributed by Lukas

"I think the most successful chief customer officers are the ones who realize their job is to make heroes of other people," says Jon Picoult, founder ...

Be Deliberate With Your CX: Create Excellence and Know What the Customer Wants

15 Jan 2022

Contributed by Lukas

While I'm on vacation, I want to replay this podcast and leave you with a few valuable gems from Horst Schulze to inspire us in the new year. Horst is...

To Improve B2B Customer Experience, Solidify Your Employee Experience and Internal Culture

15 Jan 2022

Contributed by Lukas

Today's episode features a compilation from two leaders in the B2B industry who decided to grow their company through focused CX efforts, while placin...

5 Ways to Earn Customer Growth with Fred Reichheld (Creator of the NPS Management System)

17 Dec 2021

Contributed by Lukas

"I preach to people to stop linking net promoter to bonuses and stop making it into a target, which makes it the objective as opposed to a learning pr...

Improving Customer Experience in the Food and Quick Service Restaurant Industry

06 Dec 2021

Contributed by Lukas

In this compilation episode, I'm revisiting conversations with Sherif Mityas, CXO at TGI Fridays, and Troy Barnes, Chief Customer Officer at Pizza Hut...

Your Customer Success Needs to be a Key Indicator of Your Organization's Success

19 Nov 2021

Contributed by Lukas

Nathan and I discuss some of the principals behind BILT's success, one of them being that they measure it by their own customer's success. BILT is a c...

Don't Underestimate the Importance of the Human Element in Your Business Operations and Processes

05 Nov 2021

Contributed by Lukas

As AI continues to be an increasing topic of interest when it comes to customer experience and data gathering, CX leaders should always remember that...

4 Steps to Help You Improve Your CX Strategy and Gain Internal Support

25 Oct 2021

Contributed by Lukas

Do you have support from your fellow colleagues and the C-Suite in managing your CX work? In today's episode, I'm highlighting portions of two convers...

It's Time to Rethink Your Leadership Strategies and Business Models

08 Oct 2021

Contributed by Lukas

While I'm taking a break from recording new podcasts and LinkedIn Live conversations, I'll be sharing a few compilations of previously recorded interv...

Do They Come Back For More? 6 Steps for Creating Repeat Customers from Shep Hyken

24 Sep 2021

Contributed by Lukas

In this chat with my buddy and colleague, Shep Hyken, we discuss some of the concepts in his latest book, "I'll Be Back: How to Get Customers to Come ...

CX Leadership: Are You Willing to Be Authentic, Have Difficult Conversations, and Break Silos?

10 Sep 2021

Contributed by Lukas

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...

The Value of Fostering and Maintaining Relationships with Customers in the Travel Industry

20 Aug 2021

Contributed by Lukas

Chris Kollas is the Chief Customer Officer at TCS World Travel. TCS World Travel is a unique company that has hosted guests on all-inclusive, private ...

The Importance of Taking a Phased Approach to Improving Customer Experience in Healthcare

06 Aug 2021

Contributed by Lukas

"At the end of the day, what we realize is, we all unite under the same thing, which is to drive the customer experience, get the patient what they ne...

Have You Solidified the Foundation of Your Customer Experience?

23 Jul 2021

Contributed by Lukas

"Customer experience is about leadership. It's about the blueprint for how you run your business, and how you want to show up in the marketplace," say...

Leveraging Leadership Empathy, Communication, and Flexibility at Bank of America

09 Jul 2021

Contributed by Lukas

In my conversation with Holly O'Neill, Chief Client Care Executive & Head of Consumer Client Services at Bank of America, we spoke about the importanc...

On the Path to CX Leadership: Develop Your Skill Set, Step Outside Your Comfort Zone, and Know Your Customer

25 Jun 2021

Contributed by Lukas

"That's one of the things that I'm a huge believer in is skill sets. Early jobs with skill sets, because skill sets traveled. And I think those are th...

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

11 Jun 2021

Contributed by Lukas

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 th...

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

28 May 2021

Contributed by Lukas

In a conversation we recently had on my LinkedIn Live, I chatted with Dr. Philip Zimmerman, life coach, founder of Engineering Leadership Design Compa...

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

14 May 2021

Contributed by Lukas

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 LEG...

How to Modernize Financial Services Through Customer-Centric Strategy

30 Apr 2021

Contributed by Lukas

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 p...

How to Modernize Financial Services Through Customer-Centric Strategy

30 Apr 2021

Contributed by Lukas

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 p...

How to Modernize Financial Services Through Customer-Centric Strategy

30 Apr 2021

Contributed by Lukas

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 p...

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

16 Apr 2021

Contributed by Lukas

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 impro...

Three Tips to Help Leaders Rethink How They Leverage Customer Data

02 Apr 2021

Contributed by Lukas

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 unde...

5 Leadership Secrets for Innovating Your Products and Services from Chip Bell

19 Mar 2021

Contributed by Lukas

"We are seeing less of a reliance on cold metrics and more on the people," says Chip R. Bell, regarding the shift in leadership behaviors since the pa...

Get Your C-Suite Leaders to Support Your CX Initiative by Connecting the Dots of Success for Them

05 Mar 2021

Contributed by Lukas

In today's conversation with Amy Shore, EVP and CCO at Nationwide, we're discussing how one of the nation's Fortune 100 companies uses customer data a...

4 Leadership Tactics from Joseph Michelli's Book, "Stronger Through Adversity"

18 Feb 2021

Contributed by Lukas

In my conversation with Joseph Michelli, speaker, author, and business consultant, we discuss his recently released book, Stronger Through Adversity:...

Lessons on Developing Daily Leadership Practices from Inside Twitter

05 Feb 2021

Contributed by Lukas

Donald Hicks, former VP of Operations at Twitter, discusses various tenets of his approach to leadership at Twitter, the importance of employee engage...

Have You Built a Culture of Reliability Into Your Customer Experience?

22 Jan 2021

Contributed by Lukas

"The thing is, you're never done learning," says Michael Kuenne, in our conversation about aligning to meet customer expectations, improving quality a...

Improving the Omni-Channel Experience by Humanizing Digital at Verizon Consumer

07 Jan 2021

Contributed by Lukas

In our recent Linkedin Live conversation, Aparna and I had an in-depth discussion about the holistic approach that she and the C-Suite have taken to b...

How to Operationalize Trust, Immerse the Team in Empathy, and Other Leadership Lessons from Pinterest [Replay]

24 Dec 2020

Contributed by Lukas

I'm sharing a replay of the conversation I had with Dutta Satadip earlier this year when he was still at Pinterest.  Dutta is now the Chief Customer ...

How AARP Has Embedded Experience Operations Across the Entire Organization

11 Dec 2020

Contributed by Lukas

Today's conversation with Michelle Musgrove, Senior Vice President of Experience at AARP, is chock full of great tactical advice on what went into bui...

5 Takeaways from Tom Peters, Influential Leader, Author, Speaker [Replay]

26 Nov 2020

Contributed by Lukas

As we all take this time to relax and express gratitude for the many things in our lives that are worth giving thanks for, even in this crazy time, it...

The 'People, Process, and Product' Mindset That Helped Airbnb Navigate the Pandemic

13 Nov 2020

Contributed by Lukas

As we know, the hospitality industry has been hit particularly hard by the pandemic, so it was interesting to hear how Aisling Hassell and her Airbnb ...

Creating Operational Excellence and Being the Spark in Your Organization with Simon T. Bailey

29 Oct 2020

Contributed by Lukas

In this interview, I am joined with none other than Simon T. Bailey. Simon is a breakthrough strategist who goes beyond feel-good content and provides...

Addressing The Need for Diversity in Leadership with Patti Phillips of Women Leaders in College Sports

16 Oct 2020

Contributed by Lukas

Patti Phillips, CEO of Women's Leaders in College Sports, chats with me about the need for diversity in leadership, and she shares the experience she...

Navigating an Operational Shift in Your Organization: 4 Tips to Help You Stay Employee and Customer Focused

02 Oct 2020

Contributed by Lukas

It was a pleasure for me to interview Chelsie Rae Lee, the Chief Revenue Officer at SnackNation for the second time on my podcast. Though Chelsie Rae...

How Leadership Bravery Can Bridge Gaps and Make Your Transformational Work Stick

18 Sep 2020

Contributed by Lukas

In today's conversation with Dr. Oleg Konovalov, who is a thought leader, keynote speaker, author, business educator, and consultant with over 25 year...

Customer Experience Leadership in the Department of Veterans Affairs

04 Sep 2020

Contributed by Lukas

How do you build a new customer-focused initiative within an established public sector? Barbara C. Morton, who joined the Department of Veterans Affai...

Tips To Help Your Business Stay Afloat During Uncertainty with Guy Kawasaki

20 Aug 2020

Contributed by Lukas

In today's conversation with Guy Kawasaki, entrepreneur, author of 15 books, marketing expert, and Silicon Valley venture capitalist—we discuss some...

Connect, Communicate, and Collaborate to Unite Leadership and Improve Experience

06 Aug 2020

Contributed by Lukas

"I see leadership as a deeply human endeavor," says Alain Hunkins, speaker, leader, and author of the new book, Cracking the Leadership Code: Three S...

Do You Cause a Ruckus with Your Leadership? A Conversation with Bestselling Author Seth Godin

23 Jul 2020

Contributed by Lukas

In today's show, we're joined by the New York Times Bestselling author and guru, Seth Godin, who's written over 19 books. He's the founder of Akimbo, ...

How to Use Data to Problem-Solve, Develop Roadmaps, and Determine Priorities with Dutta Satadip of Pinterest

10 Jul 2020

Contributed by Lukas

I think you'll find today's conversation with Dutta Satadip, the Global Head of Customer Success and Operations at Pinterest a valuable one, especiall...

Tips for CCO Success at a B2B Organization from Yamini Rangan, CCO of HubSpot

12 Jun 2020

Contributed by Lukas

"It is no longer just about the product. It is all about the customer experience, the way we make customers feel when they use the product. That makes...

How C-Suite Leaders Must Adapt to the Shifting Landscape

29 May 2020

Contributed by Lukas

In this conversation with Leslie Stretch, CEO of Medallia, Leslie and I chat about what he's been seeing from his conversations with hundreds of CEOs....

The Forever Transaction: How to Build Life-Long Relationships with Customers, with Robbie Kellman-Baxter

14 May 2020

Contributed by Lukas

"The more complicated your system is, the less your customers are going to trust you," says Robbie Kellman-Baxter, author of the new book, The Forever...

Bring Humanity to the Forefront: Advice for Leadership Success with Tom Peters

01 May 2020

Contributed by Lukas

Should we stop considering people skills a soft skill? In today's conversation with Tom Peters, an incredible businessman, thought leader, and co-auth...

3 Actions Business Leaders Should Take to Guide Their Organizations Through Uncertainty with Horst Schulze

17 Apr 2020

Contributed by Lukas

I'm so pleased to share this conversation that I had with Horst Schulze, Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former C...

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

02 Apr 2020

Contributed by Lukas

In today's extremely interesting conversation with Rick Evans, the SVP and Chief Experience Officer for the NewYork-Presbyterian Hospital, you'll hea...

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

20 Mar 2020

Contributed by Lukas

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 und...

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

05 Mar 2020

Contributed by Lukas

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...

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

20 Feb 2020

Contributed by Lukas

What can we learn from disrupters like Airbnb which have introduced the sharing economy into the business landscape? This new business model has impac...

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

07 Feb 2020

Contributed by Lukas

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...

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

23 Jan 2020

Contributed by Lukas

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.  G...

Five Leadership Steps to Help You Navigate CX Transformation at a Global Organization

09 Jan 2020

Contributed by Lukas

Are you leading customer experience in a global organization? In this episode, I speak with Troy Barnes, the CCO of Pizza Hut for the Asia Pacific re...

5 Challenges That are Keeping CX Leaders from Achieving True Growth — In Conversation with Adrian Swinscoe

19 Dec 2019

Contributed by Lukas

This episode of the Chief Customer Officer Human Duct Tape Show is a little different. Adrian Swinscoe and I have a fun, quick rant about some of the ...

CXO Sherif Mityas Shares a 3-Gate System to Filter New CX Initiatives

05 Dec 2019

Contributed by Lukas

With a background in merchandising, marketing, and retail, Sherif Mityas, Chief Experience Officer of TGI Fridays, the familiar neighborhood restauran...

How to Achieve Company-Wide Customer Success with Guy Nirpaz

14 Nov 2019

Contributed by Lukas

Customer success is more than just a buzzword, and Guy Nirpaz, the CEO and founder of Totango talks to us about how to actually integrate customer suc...

How to Address the Underbelly Work as a Chief Experience Officer at a Nonprofit

31 Oct 2019

Contributed by Lukas

Jennifer Severns, Chief Experience Officer at the American Marketing Association, a nonprofit organization, discusses some of the challenges she faced...

How to Execute a 90-Day Plan to Improve Customer Experience in a B2B2C Retail Organization

18 Oct 2019

Contributed by Lukas

In today's episode, I chat with Curt Balara, Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. As CCO, Curt has a h...

Why Good Customer Experience Starts With Your Internal Culture

03 Oct 2019

Contributed by Lukas

How does the diversity of your team affect their output and synergy? In today's episode, I chat with Leslie McNamara, who is the Chief Marketing Offic...

Why Good Customer Experience Starts With Your Internal Culture

03 Oct 2019

Contributed by Lukas

Do you ever think about how the synergy and diversity of your team affect the output of your company's work? In today's episode, I chat with Leslie Mc...

3 Steps to Building a New Patient Experience and Communication Framework

19 Sep 2019

Contributed by Lukas

How do you lead an organization's CX when there's no blueprint for you to follow? Well, you make your own! In today's episode, Lisa Allen, the first C...

3 Steps to Solidify Your CX Foundations at a Cultural Institution

09 Sep 2019

Contributed by Lukas

I'm excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today's episode, I have an engaging and enlightening c...

4 Steps to Improve Customer Experience At Your SaaS Organization

15 Aug 2019

Contributed by Lukas

Have you just become a C-Suite leader for your B2B organization's customer experience? Or maybe you're looking to elevate and become a CX leader — i...

Two CX Leaders Share Frameworks to Improve Customer-Centricity in Their Organization

01 Aug 2019

Contributed by Lukas

As we continue to revisit conversations with CX leaders who were previously on the show, today we're going to explore strategies implemented by two CX...

7 Customer & Employee Experience Tactics to Implement at the Start

19 Jul 2019

Contributed by Lukas

In today's episode, we take a look at how Lucy Norris, Executive Vice President, Chief Customer Success Officer at Genesys and Daniel Coullet, Senior ...

4 Steps to Assessing the CX Work That Needs to Be Done at a Young Company

28 Jun 2019

Contributed by Lukas

As a CCO at a young company, how do you assess the work that needs to be done to begin the CX transformation? In today's episode, we're revisiting con...

Building Culture and Customer and Employee Experience at The YMCA

20 Jun 2019

Contributed by Lukas

We explore improving CX at a large-scale non-profit, specifically at the YMCA (The Y). I chat with Bob Thomas, the first chief experience officer at T...

How Johnson & Johnson Creates Value for Customers and Employees

14 Jun 2019

Contributed by Lukas

How does a global consumer brand create value for its customers, consumers, and employees? In today's episode, we talk to Chester Twigg, the first glo...

The Importance of Closing the Feedback Loop: A Discussion with Dropbox's CCO

07 Jun 2019

Contributed by Lukas

"I am a bridge builder and I really like that aspect of my role," says Yamini Rangan, chief customer officer at Dropbox, a SaaS company that offers fi...

3 Steps to Implementing a Stellar Customer Experience at a Startup

31 May 2019

Contributed by Lukas

"Start by being humble and you will inspire your team to be humble," says Denis Drossart, global vice president of Culture & Experience at Selina, ab...

How Exemplis Commits to Company Culture and CX Improvement

24 May 2019

Contributed by Lukas

In this episode, Aurelia Pollet, the Vice President of Customer Experience at Exemplis, tells us about the company's impressive culture, and how she's...

How to Build Your Customer Success Forecasting System with Eleanor O'Neil

23 May 2019

Contributed by Lukas

"I was really looking to achieve an experience that was elegant. I'm a big believer in that," said Eleanor O'Neil, regarding her decision to create a ...

How DHL Became More Customer-Focused with CCO Scott Allison

17 May 2019

Contributed by Lukas

How does a logistics company shift its gears to become more customer-focused? In today's episode, Scott Allison, the Chief Customer Officer of DHL's s...