CQ17: Unlocking Customer Inspired Growth. Find out more.

Outside In with Charles Trevail

 

Outside In with Charles Trevail takes a look at the strategies and philosophies of the world’s most customer-centered brands. Leaders from business, media, and academia discuss the importance of being a customer-inspired organization, and share best practices on how to get there.

  

 

 

PODCAST

'Desire-to-Friction' Ratio: How Change Happens at Panera Bread

Panera Bread CEO Blaine Hurst joins the podcast to talk about how America’s ninth largest restaurant chain has made a commitment to “clean food” and to innovating the restaurant experience.

Listen to this episode to learn:

  • What it took for Panera to reformulate 120+ ingredients to be free of artificial additives
  • Why the restaurant experience hinges on the “desire-to-friction ratio”
  • How technology is an intermediary between speed and joy

Learn more about this episode here.

PODCAST

Lego & Gatorade: Innovation as “Dating” Your Customers, Not Fighting Competitors

David Robertson, MIT Sloan Senior Lecturer, speaker, and author explains why any innovation success – whether it’s a sports drink or a plastic brick toy – is cyclical and requires looking both inward, at the brand’s essence, and outward, at customers.

Listen to this episode to learn:

  • How Lego, Gatorade, and GoPro have overcome adversity by innovating around their core brand offerings
  • The key question every brand must ask themselves before innovation
  • Why brands must look at innovation as “dating not fighting” – “dating” your customers not fighting your competitors
  • How to innovate within the boundaries of the brand

Learn more about this episode here.

PODCAST

Hyatt Hotels: Knowing What to Innovate Next

Hyatt Hotels Corporation is one of the world’s leading hospitality brands. Jennifer Kirby, Managing Director of Innovation at Hyatt, talks about how her team finds, tests, and prioritizes which new ideas to pursue in order to create and deliver the very best guest experiences.

Listen to this episode to learn:

  • How to balance customers’ desires against financial feasibility and scalability
  • Why adopting technology for technology’s sake is never a good idea
  • How to promote innovation ideas internally to create buy-in
  • The “megatrends” on Hyatt’s innovation agenda

Learn more about this episode here.

PODCAST

JetBlue: Inspiring Humanity in Travel

JetBlue is one of those rare companies that customers simply love. Jamie Perry, Vice President of Marketing at JetBlue, talks about how the company does it through a mission of “Inspiring Humanity” – creating a better flying experience that’s accessible to all.

Listen to this episode to learn:

  • How a framework of values can empower employees to do right by customers
  • How JetBlue developed its first premium service while staying true to its ethos
  • Why breaking from constraints of the industry can spur innovation

Learn more about this episode here.

PODCAST

MSNBC’s Ali Velshi: Journalism and the Business of Making People Smarter

Ali Velshi, MSNBC Anchor and Business Correspondent for NBC News and MSNBC, joins the podcast to talk about the big issues of our time: fake news, the global decline in trust, corporate responsibility, wealth inequality, and Donald Trump. It’s all on the table.

Listen to this episode to learn:

  • Why we all have to “triangulate” our news from a variety of sources
  • What’s contributing to society’s rapid decline in trust, and what we can do about it
  • The consequences of wealth inequality and globalism
  • Why Donald Trump might be a “brilliant” communicator

Learn more about this episode here.

PODCAST

What if Lincoln had Email? What History Teaches Us About Leadership

Great leaders are made, not born. Harvard Business School professor and historian Nancy Koehn shares lessons in leadership from her new book, Forged in Crisis: The Power of Courageous Leadership in Turbulent Times.

Listen to this episode to learn:

  • How leaders like Abraham Lincoln, Howard Schultz, and Ernest Shackleton have overcome great adversity to succeed
  • The characteristics and behaviors that all successful leaders share
  • Guidance for all who aspire to be great leaders

Learn more about this episode here.

PODCAST

Boston Celtics: The Global Business of Sports, Fans, and Legacy

The Boston Celtics are one of the world’s most popular and valuable pro sports teams. Celtics President Rich Gotham shares how he engages with passionate fans, turning them into profitable customers.

Listen to this episode to learn:

  • How Gotham helped turn the Celtics from “an under-managed asset” to a high-functioning business operation
  • Why the value of pro sports is increasingly about “creating experiences and access through content”
  • How the NBA and the sport of basketball is growing internationally

Learn more about this episode here.

PODCAST

Citizens Bank CMO: Winning the Hearts and Minds of Employees in “the Middle”

Citizens Bank CMO and Head of Consumer Strategy Beth Johnson doesn’t rely on a score to get closer to customers. She uses data, insight, and company culture to think differently and grow the business.

Listen to this episode to learn:

  • Why Net Promoter Score is one tool in a system to drive customer loyalty
  • Practical ways to encourage mid-level colleagues to feel invested in customer success
  • Why companies need to think differently about customers and challenge assumptions

Learn more about this episode here.

PODCAST

Big Data: “A Fishing Expedition on Steroids”

Michael Solomon, Professor of Marketing at Saint Joseph’s University, is with us to explain why marketing isn’t about finding data patterns and segmentation. It’s about emotions, feelings, and connecting with the human mind.

Listen to this episode to learn:

  • Why big data can sometimes mislead
  • The value of marketers giving up control of their brand
  • Why the line between consumer and producer is blurry
  • How consumers’ desires for perfection can work in a brand’s favor

Learn more about this episode here.

PODCAST

Jaguar Land Rover: Understanding Every Customer’s Perspective (Even the Dog’s)

Jaguar Land Rover, the UK’s biggest car maker, is a global icon in luxury, performance, and style. Joanne Pearson, the company’s director of global customer insights, is with us to talk about how Jaguar Land Rover runs a fine-tuned, “customer-first” machine.

Listen to this episode to learn:

  • Why “customer-first” is an advantage in the competitive global luxury automotive space
  • How to build internal collaborative teams around empathy for the customer
  • Practical techniques to employ for getting inside the lives of global customers

Learn more about this episode here.

PODCAST

Deconstructing Innovation Challenges (and how to Overcome Them)

Innovation is hard. At big companies, that’s an understatement. Scott Kirsner, journalist, author, and editor & co-founder of Innovation Leader, helps us understand why, and what big companies can do about it.

Listen to this episode to learn:

  • The cultural barriers that inhibit innovation at large organizations
  • Real-world strategies for bringing out the best ideas from employees and customers
  • Where innovation at large organizations is headed

Learn more about this episode here.

PODCAST

Global Hotel Alliance CEO on Building Loyalty Through Experience (Not Points)

With 10 million loyalty members spanning 76 countries around the world, Global Hotel Alliance (GHA) is a force in the hospitality industry. CEO Christopher Hartley discusses GHA’s collaborative approach to building loyalty and a different kind of guest experience.

Listen to this episode to learn:

  • Why it’s important to innovate with consumers and stop chasing the competition
  • How to create a loyalty program that isn’t just about the points
  • What it means to provide local experiences on a global scale

Learn more about this episode here.

PODCAST

PepsiCo is on a Nutrition Mission

PepsiCo’s president of global nutrition, Lisa Mann, is on a mission: promote health, wellness, and innovation at one of the world’s largest food and beverage companies. Is that even possible for a company known for soda and salty snacks?

Listen to this episode to learn:

  • Why simplicity is such an innovative concept in the food and beverage industry
  • The effectiveness of transparency and authenticity in marketing
  • Advice on transforming the perception of a multinational company

Learn more about this episode here.

PODCAST

Jet.com Isn’t a Unicorn, It’s a Hippo

Jet.com has built its e-commerce business on transparency, fairness, and trust. Jet President Liza Landsman joins the podcast to share how Jet, now part of Walmart, is making online shopping more efficient and a lot more fun.

Listen to this episode to learn:

  • How Jet.com creates “last mile” supply chain efficiencies by putting shoppers in control
  • Why pivoting is less risky when customers drive the decision
  • Ways Jet ensures senior leaders and employees stay connected to shoppers

Learn more about this episode on The Huffington Post

PODCAST

How Can Marketers Close the Empathy Gap?

Professor Patrick Barwise of London Business School is an expert on brand marketing, an accomplished speaker, and award-winning author. He joins the podcast to share advice and perspectives on the state of marketing today.

Listen to this episode to learn:

  • How having a deep understanding of customers increases marketing’s efficacy
  • Why marketers need to shift their mindset away from brand differentiation
  • Why marketing leaders are in a unique position to close the customer empathy gap

Learn more about this episode on The Huffington Post.

PODCAST

Oracle’s Chief Customer Officer on Being a Trusted Advisor

At Oracle, customer success is company success. We’re with Jeb Dasteel, Chief Customer Officer at Oracle, to learn how one of the world’s largest software and technology companies keeps this promise.

Listen to this episode to learn:

  • Practical advice for anyone in the role of Chief Customer Officer
  • How to listen, engage, and ensure that customers know the value of your product or service
  • Why it’s important to target, track, and measure throughout the customer partnership

Learn more about this episode on The Huffington Post.

PODCAST

The 32-Year-Old CEO Behind Sky Zone

Jeff Platt is the 32-year-old CEO responsible for growing Sky Zone’s business. It’s the world’s first indoor trampoline park. Jeff stops by the podcast to talk global growth and share advice for entrepreneurs.

Listen to this episode to learn:

  • How a group of skateboarders inspired a pivot that launched a multi-million dollar brand
  • Why customer co-creation and listening is critical for success in new global markets
  • Advice for entrepreneurs on taking risks and embracing failure

Learn more about this episode on The Huffington Post.

 

PODCAST

Is Innovation a Dirty Word at GE?

From aviation to healthcare to renewable energy, General Electric is world renowned as an innovation powerhouse. But, is “innovation” a dirty word at GE? We’re with Ann Marie Dumais, Open Innovation Leader at GE’s GENIUSLINK™, to learn more.

Listen to this episode to learn:

  • Why innovation demands democratization
  • Why GE’s entrepreneurial culture is not afraid to question assumptions, celebrate risk, and learn from failure
  • How to increase agility and create buy-in using innovative thinking and method

Learn more about this episode on The Huffington Post.

PODCAST

HPE on Transforming the Research Function Into a Consulting Agency

Paul Logue, Vice President of Growth Analytics, Market Insights and Customer Experience leads a team at Hewlett Packard Enterprise (HPE) tasked with unearthing hidden customer insights. Just don’t call them the research department.

Listen to this episode to learn:

  • How to take an integrated approach to delivering actionable customer intelligence across the business
  • Why conditioning the organization to partner with you as an “agency” is worthwhile
  • Why sometimes saying “no” delivers the best outcomes

Learn more about this episode on The Huffington Post.

PODCAST

Charles Schwab CMO on Leading the Industry with a Challenger Mentality

Charles Schwab is the largest brokerage firm in the U.S. It leads the industry by running its business “Through Clients’ Eyes.” Schwab CMO Jonathan Craig joins the podcast to explain.

Listen to this episode to learn:

  • How Schwab maintains a challenger mentality
  • The CMO’s management philosophy
  • Why trust is critical for future growth

Learn more about this episode here.

PODCAST

Citi Lives Banking So Customers Don’t Have To

Alice Milligan, Chief Customer & Digital Experience Officer for Citi’s Global Cards business, explains how Citi is making banking more seamless and simple by putting customers at the center of everything.

Listen to this episode to learn:

  • How Citi is testing assumptions with customers to design next-gen digital banking experiences, fast
  • Why broad ownership and accountability gets employees more invested in a customer-centric company vision
  • Why it’s so important to align with passionate people inside and outside the organization

Learn more about this episode here.

PODCAST

Keds CMO on Being a ‘Student of Her’ for 100 Years

Since 1916, Keds has a built its iconic footwear brand on understanding what women want. Keds CMO Emily Culp visits the podcast to talk fashion, female empowerment, and understanding “her.”

Listen to this episode to learn:

  • How a centenarian brand stays relevant and desirable in 2017
  • The nuances of understanding and connecting with modern female consumers
  • How to maintain a culture of fast learning and constant testing

Learn more about this episode here.

PODCAST

How Marriott Leads Innovation by Keeping it in Beta

Marriott, the world’s largest hotel company, has been around since the 1950s. How is this old company still an innovation leader? This week, we’re at Marriott headquarters with Jennifer Hsieh, Vice President of Insight, Strategy & Innovation at Marriott International.

Listen to this episode to learn:

  • How Marriott designs a deep customer understanding into its concepts and guest experiences
  • Some of the challenges and perils of human-centered innovation in a global company
  • Advice for customer experience and innovation leaders about how to balance creativity, strategic thinking, and an unrelenting focus on customers

Learn more about this episode here.

PODCAST

Why So Many Stores Are Closing Now

So many stores are closing now for the same reason they’ve always closed – they don’t meet consumers’ needs. Forbes contributor, retail expert, and investment banker Richard Kestenbaum discusses why this is happening now, what role technology plays, and how retailers can survive.

Listen to this episode to learn:

  • The biggest reason why stores are closing now
  • Why the importance of retail stores has declined as technology has grown
  • How different generations impact the evolution of the retail industry

Learn more about this episode on Forbes.

PODCAST

Wells Fargo’s Mission to Make Banking More Human

For Wells Fargo, winning back customer trust requires becoming “more human.” What does that mean for a bank, and how is Wells Fargo doing it? Robin Beers, Head of Customer Experience Insights for Wells Fargo’s commercial banking business, joins the podcast to explain.

Listen to this episode to learn:

  • Design thinking techniques used by Wells Fargo that spark imagination and creative problem-solving in employees’ minds
  • How “integrated insights” can create an emotional connection to customers and introduce diverse perspectives
  • Why getting the most out of customer data requires storytelling and synthesis

Learn more about this episode on The Huffington Post.

PODCAST

How LinkedIn Stays Connected to 500+ Million People

Technology is changing our lives, and our lives are changing technology. This week, we’re in Silicon Valley with Scott Shute, VP of Global Customer Operations at LinkedIn. He shares why the right digital experience is a constant balancing act between big data and human empathy.

Listen to this episode to learn:

  • How LinkedIn manages massive amounts of customer behavior data
  • How it helps developers and product managers empathize with an understand 500M+ users worldwide
  • Why compassion is a big part of LinkedIn’s current and future digital experience

Learn more about this episode on The Huffington Post.

PODCAST

It is NOT the Year of the Customer

Harvard Business School professor Len Schlesinger has been around the business block – from 30+ years of teaching, to C-level positions within organizations, to advising the world’s biggest brands. Len joins the podcast and gets candid about the truth behind customer centricity.

Listen to this episode to learn:

  • How leadership and culture should drive customer centricity
  • Advice for understanding customers – and why it’s not necessarily about just NPS and customer data
  • Why it’s ALWAYS the “Year of the Customer”

Learn more about this episode on The Huffington Post.

PODCAST

Fintech’s Customer Advantage

Global investment in fintech has reached $19 billion. What role do customers play in shaping this new world of digital banking? Ruth Handcock, Chief Customer Officer of Tandem Bank, a new “challenger bank,” visits the podcast to explain.

Listen to this episode to learn:

  • How transparency, trust, and customized experiences are recalibrating retail banking
  • Why customers are gravitating towards retail banking startups that provide choice, flexibility, and positive reinforcement
  • Advice on how banks can partner with customers to ease their financial stress and empower successful money management

This nimble startup is betting big on putting customers first. Transparency, trust, and a customized banking experience form the backbone of its business – characteristics that are usually missing from traditional banks – and fintech startups like Tandem are gaining customers and market share as a result.

Learn more about this episode on The Huffington Post.

PODCAST

Creating and Defining the Role of Chief Customer Officer

Chief Customer Officers are the latest addition to the C-suite. Jose Vergara, CCO at McKesson Medical Imaging, joins the podcast to share how he’s finding success in this newly-minted position.

Listen to this episode to learn:

  • How the role of the Chief Customer Officer is evolving around the changing needs of customers
  • Why partnering with customers to enable and nurture their own success is a competitive advantage
  • Advice on how to balance customer and company expectations in order to transform company culture, differentiate against competitors, and grow

Learn more about this episode on The Huffington Post.

PODCAST

How Travelport is Recoding the Rules of Customer Experience

It’s an exciting time for the travel and tourism industry and for Travelport’s place in it. A seasoned professional in design thinking and user experience, Noel shared his thoughtful and creative approach to engaging customers and employees to design the very best experiences.

Listen to this episode to learn:

  • Why partnering with customers throughout the design, testing, and development process is a smart, affordable approach to customer experience design
  • The real difference between user experience and customer experience, and what elevates them both
  • Creative techniques and tangible practices for building greater customer empathy amongst employees

Learn more about this episode on The Huffington Post.

PODCAST

Two Companies, One Goal: Designing a Winning Customer Experience at Verizon and The Nature’s Bounty Co.

The Nature’s Bounty Co. is a health and wellness company. Verizon, telecommunications. Customer centricity is an operational imperative for both. Chief Customer Officer at The Nature’s Bounty Co., Andrew Archambault, and Verizon’s Head of Customer Experience Innovation, Justin Reilly, explain why customers are the ultimate disruptors.

Listen to this episode to learn:

  • Advice from two leaders operating in different industries about how to make customer centricity a core operational imperative within an organization
  • How Nature’s Bounty Co. spends a lot of time with two key customer groups, shoppers and retail partners, to make the point-of-purchase experience less overwhelming and more rewarding
  • Why Verizon regularly co-creates with customers and how these “largely transformative” co-creation sessions add a human element to the company’s products and experiences

Learn more about this episode on The Huffington Post.

PODCAST

How SunTrust Bank is Creating a Purpose-Driven Customer Movement

People have grown leery of big banks. But some are restoring public confidence with customer-driven agendas. SunTrust is one of them. Jeff VanDeVelde, the bank’s head of Customer Experience, discusses banking with authenticity and purpose.

Listen to this episode to learn:

  • Why finding SunTrust’s authentic purpose was so crucial in improving the customer experience and delivering on its brand promise
  • How SunTrust took an “outside in” approach to create a customer-centric culture while avoiding some common pitfalls
  • Why having a purpose-driven mission means making some big changes to the customer experience journey, and how companies can start by leveraging authenticity and empathy

Learn more about this episode on The Huffington post.

PODCAST

Building Customer Experiences at The New York Times

C Space CEO, Charles Trevail, hosts this inaugural podcast to discuss the business world, changing customer needs, and the convergence of the two. He’s joined by The New York Times’ Ejieme Eromosele, Managing Director of Customer Experience, to explore the evolution of customer experience at the Gray Lady.

Listen to this episode to learn:

  • How a focus on subscribers and customer experience is aiding The New York Times’ shifting business model from advertising-based to subscription-based
  • What leaders across the organization are doing to align goals that prioritize the customer experience
  • How journalists in the newsroom are building stronger relationships with readers and why they are embracing the “customer” like never before

Learn more about this episode on The Huffington Post.

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