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.
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.