Sarah Quinn, VP of Global AI/Digital/CX Sales at TELUS International, shares fascinating insights from an impressive career working with household-name brands – from McDonald’s to J. Crew, to Airbnb, and more. In this episode, Sarah discusses how successful (and not-so-successful) brands navigated significant past changes in public behavior, plus why CX teams should embrace AI to avoid irrelevancy.

Martha Boudreau, Chief Communications and Marketing Officer at AARP, helps bring strategic communication to life through relatable stories and concrete examples. Hear her explain what it means to become your customer’s wisest friend and fiercest defender, along with insight into topics like aligning strategies, empowering employees, and much more.

Lee talks about the federal government’s cross-agency initiative to improve CX, shares advice for managing CX across several departments, and explains why a human-centered approach sets the stage for success.

Scott talks about creating centers of excellence within a large company, operating with a digital-first mindset, and catering to experiential consumers.

Carol talks about understanding your end user, how CX encompasses what customers see, think and feel, and how to enable customer success through a delightfully simple experience.

John talks about improving trust ratings, journey mapping, and reaching underserved communities.

Howard talks about the true meaning of digital equality, front-end experience automation, and why there will never be a single solution suited for all users.

Kristi talks about setting employees up for successful delivery of the customer experience, the importance of connecting every employee with your end customers, and how CX actually starts with LX, or leadership experience.

Toby talks about how social media has put the pressure on to create a flawless customer experience, translating feedback into insights and action items, and managing customer hesitancy on adopting new technologies.

David and Andrea talk about cultivating traditions, meeting guests in the moment, and being the ambassador to a joyful experience.

Paul discusses providing value to customers first and foremost, incorporating agile and design thinking into CX, and getting clients hooked on the customer journey.

Jennifer shares the importance of having different perspectives at the table, applying universal design to CX, and setting a long-term CX strategy during a period of great change.

Jennifer talks about getting senior executives on board customer experience initiatives, improving the company’s response to complaints, and why the role of CX is here to stay.

Holly talks about capitalizing on client feedback, increasing communication during periods of change, and how to personalize the customer experience at scale.

Janelle talks about the importance of spending time with your customers and how to get customers so loyal they’ll recommend your business to their friends.

Mark talks about cultivating effective partnerships, shepherding new businesses into being, and leveraging Google’s resources to ensure their success.

Rachelle talks about idealized design, balancing art and science, and what it takes to create a peaceful space to house the stress of travel.

Sharon discusses why every employee who touches the product impacts the customer experience, the benefits of being a customer of your own company, and how AI can free up employees to offer better customer care.

Linda talks about how City National Bank is a little different than the other big name banks, how she deals with difficult situations involving her customers, and how the recent pandemic has affected CNB.

Simon discusses how being a product manager has helped him become a successful customer experience leader, what the future of CX looks like as the world transitions into an experience economy, and much more.

Tom discusses the competitive marketplace, managing his employees and assuring that they have the proper tools to succeed in their jobs.

Joey discusses working for the largest producer of live events in the world, how he handles working with high profile clients, and more.

Ian recaps the first four episodes of The Customer Experience. Ian talks with Phil about the four major trends in the CX industry and how each of our guests handle them.

David dives into the hard work that is done by him, his team and the entire company at Coldwell Banker when it pertains to ensuring the happiness of the customer.

Devetta discusses the voice of the customer. Every customer is different and every customer has a different need. The job of a CXO is to find those needs and fix them.

Scott discusses his wild path to CX, how he is helping Collective Health when it comes to the customer needs, and more.

Stan discusses the road to CX, how his role with United Way is helping the company be closer with those they serve, and more.

Welcome to The Customer Experience Show