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-centric brands. Leaders from business, media, and academia discuss how consumers are changing, and share best practices on how to create a customer-inspired organization.

  

 

 

PODCAST

Marriott International: A Brand is a Promise

As an SVP at Marriott International, Julius W. Robinson is the global brand leader for Marriott Hotels and Sheraton Hotels & Resorts, two iconic brands. He explains why it takes a lot more than a slick advertising campaign to create a world-class “brand.” It’s about creating emotional connections and guest experiences that will inspire customers to make a brand their own.

Listen to this episode to learn:

  • What goes into being one of the “Most Innovative” companies in the world
  • Why personalization — and experimenting with guest room innovations — is the future of hospitality
  • How two former competitors, Marriott Hotels and Sheraton Hotels & Resorts, are now complementing each other under one corporate umbrella
  • Lessons in leadership from Julius’ 25-year career at Marriott International

 

PODCAST

The New York Times: Journalism Needs Change

Jodi Rudoren is a veteran journalist and an associate managing editor of The New York Times. She oversees the NYT’s new gender initiative and a team trying to grow and engage audiences outside the United States. She was also one of seven NYT journalists that made up Project 2020, a group tasked with advising the editor on how to change the structure and priorities of the newsroom to meet the challenges of the future. She joins the podcast to talk about profound changes happening at the NYT – in its business and in its journalism, as both get more focused on readers.

Listen to this episode to learn:

  • The future of reporting and storytelling at the NYT
  • Where journalism is headed as new platforms and technologies, like AI, emerge
  • Why “fake news” is good for business for those who sell authority and integrity
  • How the NYT Reader Center is giving readers a voice and empowering them to co-create stories
  • Journalism’s influence on the #MeToo movement, and vice versa
  • The challenge of covering every perspective in a polarized world

 

PODCAST

Ford Motor Company: A New CMO’s First Act

Joy Falotico has been with Ford for 29 years. But she’s been Ford’s new CMO and head of the Lincoln brand for just a few weeks. Joy joins us at the New York International Auto Show, minutes after the unveiling of Lincoln’s new luxury SUV, the Aviator — and shares how her background with finance and customer service has prepared her for what’s ahead.

Listen to this episode to learn:

  • New technology trends that are reshaping the driving experience
  • Insights that inform the design of luxury vehicles for Chinese and millennial consumers
  • The role dealers play in shaping the future of the buying experience

 

PODCAST

Palo Alto’s CTO: The Smart Future of Cities and Society

Jonathan Reichental, Ph.D. is a world-renowned “smart city” expert, working for a city at the heart of Silicon Valley. A professor, author and speaker, Dr. Reichental discusses the future of urban living and explains the consequences of a future built around software, data and algorithms.

Listen to this episode to learn:

  • Technology’s impact on transportation, economy, climate and democracy
  • What is a “smart city,” and why innovations like self-driving cars and solar energy could be societal game changers
  • The urgency for “technoethics” as a 21st century leadership competency
  • What blockchain technology is, what it isn’t, and its potential to be “a system of trust”

 

PODCAST

Comcast: The Product Guy Transforming CX

Charlie Herrin, Chief Customer Experience Officer at Comcast Cable, is doing the impossible: turning America’s largest cable company into a customer experience leader. A product guy at heart, Herrin shares wisdom that anyone embarking on a CX transformation will want to hear.

Listen to this episode to learn:

  • How Comcast is embedding customer service and experience into its technology
  • Why NPS is most useful as a system, rather than a score
  • Why you should never overlook employee engagement as a powerful CX tool
  • Advice for approaching and overcoming common CX challenges

 

PODCAST

Waitrose: What’s the Difference Between a Customer Director and a Marketer?

Martin George has been a customer experience and brand innovator for more than 30 years. Now, he’s bringing his expertise to Waitrose, one of Britain’s largest grocery retailers. He explains his role as Customer Director, the evolution of marketing, and the forces that are driving change in business and consumer behavior.

Listen to this episode to learn:

  • Advice and best practices that George has learned in his 30+ year career
  • How his team and customers co-created a breakthrough innovation for British Airways
  • Why, increasingly, marketing is about a combination of brands, employees, service and customers
  • How a customer director influences an organization by acting as a customer advocate

 

PODCAST

ViiV Healthcare: Giving an Innovation Lab Direction

A pioneer in the online medical space, Dr. Thom Van Every brings a unique perspective to his role as Executive Director of the hive innovation unit for ViiV Healthcare. He and his team are thinking differently, tapping into the patient perspective to help advance innovations in HIV research, treatment and care worldwide.

Listen to this episode to learn:

  • How a successful innovation lab partners with patients to help advance care for others
  • Why innovation at a startup or corporation requires a deep understanding of the end user
  • How a community of people living with HIV have inspired new tools that help them manage their care
  • Why the entrepreneurial journey can feel like “running a race of unknown distance”

Learn more about this episode here.

PODCAST

Metro Bank CEO: Creating Fans, Killing Stupid Rules

Metro Bank is the U.K.’s first high street retail bank in more than a century. CEO Craig Donaldson, named the ‘Most People-Focused CEO of the Year’ and ‘Most Highly Rated UK CEO’, shares how Metro Bank is creating fans by promising a lot and delivering even more.

Listen to this episode to learn:

  • Why fan bases are the result of brand experiences, not advertising and sales targets
  • The long-term strategic value of nurturing and protecting culture
  • Tips for any CEO on how to communicate better, be present, and lead a customer-inspired organization
  • Why using a common language is so important

Learn more about this episode here.

PODCAST

Ford’s Futurist: Global Trends Impacting Our World

This is an important moment for brands. Sheryl Connelly, futurist at Ford Motor Company, shares key insights from the 2018 Ford Trends Report and connects the dots on how global issues are changing our lives and shaping business.

Listen to this episode to learn:

  • Social, technological, economic, environmental, and political trends impacting the world
  • What a growing global sense of anxiety and activism means for brands
  • What it’s like being a futurist at a big global company like Ford
  • Visit FordTrends.com to learn more about the 2018 Fords Trends Report

Learn more about this episode here.

PODCAST

Walgreens Boots Alliance: A Beauty Business within a Global Retailer

Walgreens Boots Alliance is one of the world’s largest pharmacy, beauty, and wellness retail brands. It makes a range of its own products, too. Paul Bosher, Global Head of Consumer Planning & Insights at Walgreens Boots Alliance, explains how his team serves as the voice of the consumer, holding the business to account, and helping the company grow its brand business portfolio.

Listen to this episode to learn:

  • Methods that WBA uses as a retailer and a manufacturer to understand shoppers
  • How to use data in combination with human understanding to launch and market new products
  • The WBA products and in-store experiences that differentiate and delight in the era of Amazon
  • WBA’s mission to create “the world’s best insights team”

Learn more about this episode here.

PODCAST

Chegg CEO: We’re Not Disrupting Education, We’re Aligning It

Chegg may have a funny name, but this fast growing company is breaking all the “stupid rules” of education. It hinges on one mission: students first. Dan Rosensweig, Chegg’s CEO, shares how his company is aligning education with modern life.

Listen to this episode to learn:

  • How Chegg grew from a textbook rental company to a leading digital education platform
  • The shortcomings of traditional institutions and systems of education
  • How technology like AI is making learning easier and more accessible
  • Chegg’s student-first culture that attracts, retains, and motivates employees

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

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: On a Mission to Promote Health, Wellness, and Innovation

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

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

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

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: Insights that Create Emotional Connections

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

LinkedIn: How to Stay Connected to Millions of 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

Travelport: 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

SunTrust Bank: 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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