The Chief Customer Officer Human Duct Tape Show
Activity Overview
Episode publication activity over the past year
Episodes
Transforming CX in Financial Services, With Claudiu Coltea - CB53
30 May 2017
Contributed by Lukas
Claudiu is a perennial customer experience leader. Accessing his 'right brain/left brain' skills so necessary for this role, he calls upon his backg...
Customer Experience Transformation to win "Sports Event of the Year", With Lynn LaRocca - CB52
23 May 2017
Contributed by Lukas
In 2015, Belmont Stakes was awarded the prestigious Street and Smith's Sports Business Journal's "Sports Event of the Year" beating out such hallowed ...
Making the case for the Chief Customer Officer Role, With Milista Anderson - CB51
16 May 2017
Contributed by Lukas
How do you define the chief customer officer role and lay a framework for your success in the role? 5-year CCO Milista Anderson of FIS Global, the wor...
CXO career trajectory in Tech, With Lexi Reese - CB50
09 May 2017
Contributed by Lukas
Lexi Reese joins me today on the C-Suite network where we discuss her career trajectory from Chief Customer Experience Officer to Chief Operating Offi...
Business to Business Customer Experience Leadership, With Tabitha Dunn - CB49
04 May 2017
Contributed by Lukas
Tabitha Dunn is a perennial customer experience leader, who developed her passion for this work on the fundamentals of process and quality at the mast...
A United Airlines Post Mortem Discussion, With Diane Magers - CB48
25 Apr 2017
Contributed by Lukas
This week, in response to so many people asking me to weigh in on the United Airlines incident, I've enlisted my friend and colleague Diane Magers to ...
Chief Customer Officer in Manufacturing & Distribution, With Anne Herman - CB47
18 Apr 2017
Contributed by Lukas
Anne Herman is the Chief Customer Officer for MSA - the Safety Company, the world's largest manufacturer and distributor of safety equipment. Anne b...
How NPS was pioneered at Intuit & Sprint, with Brian Andrews - CB46
11 Apr 2017
Contributed by Lukas
Brian Andrews is a pioneer in the implementation of NPS - the Net Promoter System™. We talk about his journey in figuring out exactly what it was - ...
Vice President of Southwest Airlines Inflight Operations, with Sonya LaCore - CB45
04 Apr 2017
Contributed by Lukas
Southwest Airlines has a wonderful approach elevating people inside the organization. Starting with Colleen Barrett, President Emeritus, who joine...
Chief Customer Experience Officer - San Antonio International Airport, With Karen Ellis - CB44
28 Mar 2017
Contributed by Lukas
In my conversation with Karen it was very interesting to see how customer experience is expanding to impact all areas of business.
CX at the World's' Largest Manufacturer of Eyeglasses, With Diana Helfinstine - CB43
21 Mar 2017
Contributed by Lukas
Diana like many who take on this role, took on a newly created role. She molded and created the role inside the organization. She has been in her ro...
Brainshark B-B Chief Customer Officer Diane Gordon - CB42
14 Mar 2017
Contributed by Lukas
In my conversation with Diane, it was again interesting to hear her background from technical writer to chief customer officer.
Senior VP of AARP Customer Experience, With Jim Pendergast- CB41
07 Mar 2017
Contributed by Lukas
Jim and I have crossed paths over the years like many of us in this space. We are a community. We share fearlessly with each other… which is what ...
Lyft's VP of Customer Experience and TRUST, With Mary Winfield - CB40
28 Feb 2017
Contributed by Lukas
Mary is another serial customer experience leader who, like many of us gravitated to this work long before it was commonplace or fully understood. ...
The Chief Customer Officer Role in Media, With Robert Bridge of Telegraph Media Group - CB39
21 Feb 2017
Contributed by Lukas
Media is a business vertical that is beginning to engage Customer Experience Leaders. The New York Times has a leader of Customer Experience (who we...
Developing a New CCO Organization For Dell - During Their Merger With EMC, with Karen Quintos - CB37
07 Feb 2017
Contributed by Lukas
Karen Quintos is the Executive Vice President and Chief Customer Officer at the newly formed (since late 2016) Dell Technologies; a merger of Dell and...
How Volkswagen is leading Customer Experience, With Jason Bradshaw - CB035
17 Jan 2017
Contributed by Lukas
Jason Bradshaw is the senior leader for customer experience, the same level as a chief customer Officer for Volkswagen Group Australia. The hiring pr...
President Obama's Chief Veteran's Experience Officer, With Tom Allin - CB34
10 Jan 2017
Contributed by Lukas
Tom Allin hold the very first position of Chief Veteran's Experience Officer, an appointment made by President Obama. Reporting to the Secretary of th...
Chief Customer Success & Happiness Officer, With Amy Downs - CB32
04 Jan 2017
Contributed by Lukas
In her transformation role with Lifesize, Amy's position was originally called VP of of Customer Care. Amy knew that this cast her into too narrow of ...
Blending Customer Success and Customer Experience, With Dayton Semerjian - CB31
13 Dec 2016
Contributed by Lukas
Dayton Semerjian was a Chief Marketing Officer 4 times. Then he decided to put his career to be on a path to become an eventual CEO. Taking on opera...
Getting Your CCO Role Funded, With Camille Harrison - CB30
07 Dec 2016
Contributed by Lukas
Starting many years ago as a customer service rep, Camille has been in the "service" lane her entire career. In our conversation we discussed her su...
A 4-Step Plan For New Chief Customer Officers, With Donna Peeples - CB29
29 Nov 2016
Contributed by Lukas
This is Donna Peeple's second time in the Chief Customer Officer role, having held the role previously at AIG. Her role now as CCO at Pypestream is ...
When to Take a Chief Customer Officer Role, and When to Leave One, With Carol Pudnos - CB28
22 Nov 2016
Contributed by Lukas
Carol Pudno is a member of the growing population of "serial" Chief Customer Officers who have held the senior customer experience leadership role mor...
Chief Customer Officer for the Energy Industry, With Penni Conner - CB27
15 Nov 2016
Contributed by Lukas
Penni Conner has spent her entire career in the energy industry. Her background is interesting as she is professionally an engineer...but found her ...
New Leadership Role for Churches: The Pastor of Guest Experience, With Lee West [CB26]
08 Nov 2016
Contributed by Lukas
Lee West is the Pastor of Guest Experiences, a very new role in the not for profit "church world" as he calls it. I was very intrigued by this role ...
Helping 40 Million Students Repay Their Federal Student Loans, With Chief Customer Officer Brenda Wensil - CB25
01 Nov 2016
Contributed by Lukas
Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. In her role she is constantly striving to hel...
The Entrepreneurial CCO, With Kevin Bury - CB024
18 Oct 2016
Contributed by Lukas
Kevin Bury had a very successful career as the CEO of several technology start ups before he took on the senior customer experience leadership role at...
Chief Customer Role in the Hospitality Industry, with Mark Weinstein - CB23
11 Oct 2016
Contributed by Lukas
Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience execu...
First 90 Days of a Chief Customer Success Officer, with Duygo Cibik of Reval - CB22
04 Oct 2016
Contributed by Lukas
Duygo Cibik has a robust history in operations and change management and transformation. So when she took on the role of the Chief Customer Success ...
The payment engine in healthcare, with Jennifer LeMieux - CB21
27 Sep 2016
Contributed by Lukas
Jennifer LeMieux, Chief Customer Officer at Gaffey Healthcare took on the role of Chief Customer Officer in addition to her role of running many of th...
Serial CCO Tips for How/Why to Take a CCO Role, With Tish Whitcraft [CB20]
20 Sep 2016
Contributed by Lukas
Tish Whitcraft is what we call a "serial" Chief Customer Officer type. She has held a version of this role in over four technology driven and intern...
Leading Customer Success in a B2B Business, With Jose Vergara - CB019
30 Aug 2016
Contributed by Lukas
There is as much confusion about just exactly "Customer Success" is as "Customer Experience." In this fascinating conversation with Jose Vergara, Ch...
Lessons From A 3 Time Chief Customer Officer, with Darryl Speach - CB018
23 Aug 2016
Contributed by Lukas
Darryl Speach is a serial Customer experience practitioner and change agent. With experience leadership roles at New York Life, with the Disney Instit...
Leading Customer Experience in a Family Owned Business, with Dave Nelson [CB17]
16 Aug 2016
Contributed by Lukas
Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer O...
Customer Experience Leadership in Government, With Stephanie Thum [CB16]
09 Aug 2016
Contributed by Lukas
In this episode, we explored yet another unexpected place where customer experience is taking hold: the Government. Stephanie Thum, Vice President...
A Conversation about Oracle's? Chief Customer Officer Experience, With Jeb Dasteel - CB015
02 Aug 2016
Contributed by Lukas
When Jeb Dasteel first took his role at Oracle it was to guide a burning platform in improving experiences with clients. Over the years, he evolved ...
Leading Customer Experience in a Service Business With Renee Cacchillo, CB014
26 Jul 2016
Contributed by Lukas
In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Renee's path t...
How General Motors is Embedding Customer Experience, with Dave Mingle - CB013
12 Jul 2016
Contributed by Lukas
Dave Mingle is the General Director of Global Customer Experience Execution and Planning for for General Motors. In our conversation, Dave and I dis...
Customer Experience in Healthcare Reform, With Natalie Schneider - CB012
05 Jul 2016
Contributed by Lukas
In our session, Natalie Schneider, Vice President of Customer Experience at Anthem, Inc. describes the transformation she is leading for one of the la...
Customer Experience Lessons for Start-Ups With Lesley Mottla- CB011
28 Jun 2016
Contributed by Lukas
Lesley Mottla was part of the team of senior leaders who built the market-disrupting Zipcar business. Redesigning and grabbing a corner of the marke...
How to be a Chief Customer Officer in a Privately-Held Company, With Nick Frunzi - CB010
21 Jun 2016
Contributed by Lukas
In this episode, Nick Frunzi, who is CCO of Esri, the second largest privately held technology company in the US, discusses the origins of his role an...
How Fidelity Embedded Customer Experience Across the Business, With Parrish Arturi - CB009
14 Jun 2016
Contributed by Lukas
In this episode, I have the pleasure of speaking with Parrish Arturi. Parrish is the SVP of Retail Service and Experience Delivery at Fidelity Investm...
How Airbnb Scales Culture And Customer Experience, With Aisling Hassell - CB008
07 Jun 2016
Contributed by Lukas
Jeanne and Aisling discuss how Airbnb manages global customer experience across 191 countries and 34,000 cities. They explore specific CX tactics Airb...
The Value Of Building Bridges For Customer Experience, with Curtis Kopf (CB7)
31 May 2016
Contributed by Lukas
Jeanne talks with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cr...
Modernizing the Library Experience, With Alison Circle - CB006
24 May 2016
Contributed by Lukas
Today's podcast is with Alison Circle, who is the Chief Customer Experience Officer in another unexpected industry: the Library System. The work t...
How Audi United Their Digital & Dealership Experiences, With Mark Ramsey - CB005
17 May 2016
Contributed by Lukas
In this episode Mark Ramsey, General Manager of the Audi America Experience details why Audi made the move to blend their operational customer experie...
How the Smithsonian Built their Journey Map, with Samir Bitar -CB004
10 May 2016
Contributed by Lukas
Samir Bitar and I had a very spirited discussion about his role in leading a transformation of the Smithsonian visitor experience. Like many folks who...
Human-Centered Design at Northern Trust, With Scott Dille - CB003
03 May 2016
Contributed by Lukas
Scott Dille, Senior Vice President of Customer and Partner Experience at Northern trust bank fearlessly shares his path for leading an experience tran...
How Liberty Mutual's Chief Customer Officer United the C-Suite, With Margie Dillon - CB002
26 Apr 2016
Contributed by Lukas
In this episode, learn the path that Liberty Mutual's Chief Customer Officer Margie Dillon took to engage the C-Suite and the specific actions that di...
How St. Jude Honors Donors as Assets, With Chief Donor Officer, Martin Hand - CB001
19 Apr 2016
Contributed by Lukas
I am joined with two-time Chief Customer Officer Martin hand. We discussed his transition from a large profit based business where he was Chief Custom...