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.

We hear so much about the importance of strategic communications, but what does that really mean? 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 - a core mission to Martha’s team at AARP. You’ll hear some of her globally-recognized insight into topics like aligning strategies, empowering employees, and much more.

This episode features an interview with Lee Becker, SVP and GM of Medallia’s Public Sector. In this episode, 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.

This episode features an interview with Scott Finlow, CMO for the PepsiCo Foodservice Division. In this episode, Scott talks about creating centers of excellence within a large company, operating with a digital-first mindset, and catering to experiential consumers.

This episode features an interview with Carol Carpenter, CMO at VMware. In this episode, 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.

This episode features an interview with John Boerstler, Chief Experience Officer at the U.S. Department of Veterans’ Affairs. In this episode, John talks about improving trust ratings, journey mapping, and reaching underserved communities.

This episode features an interview with Howard Pyle, founder of ExperienceFutures.org. In this episode, 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.

This episode features an interview with Kristi Langdon, Head of Customer Experience at Daimler Trucks North America. In this episode, 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.

This episode features an interview with Toby Thorne, Head of Customer Care at bp pulse. In this episode, 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.

This episode features an interview with David Duncan, Owner & CEO of Silver Oak Cellars and Andrea Robinson, Master Sommelier. In this episode, they talk about cultivating traditions, meeting guests in the moment, and being the ambassador to a joyful experience.

This episode features an interview with Paul Papas, Global Managing Partner of IBM’s Business Transformation Services. He has led the launch of IBM’s design and CX division called IBM iX as well as their Enterprise Strategy Consulting services. Paul has been named one of the world’s “Top 25 Consultants” by Consulting Magazine, among the world’s top 5 CRM influential leaders, and the “King of Commerce” by CRM Magazine. Before IBM, he was a Partner at PriceWaterhouseCoopers. In this episode, Paul discusses providing value to customers first and foremost, incorporating agile and design thinking into CX, and getting clients hooked on the customer journey.

This episode features an interview with Jennifer Lang, VP of Customer Experience, Innovation and Insights at TD Bank.  Over her six years at TD Bank, Jennifer has focused on understanding the TD customer experience and how to improve it.  In this episode, 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.

This episode features an interview with Jennifer Zamora, Senior Director of Global Customer Experience and Commercial Excellence at Dow.  Jennifer has spent more than 20 years at Dow, serving in everything from pricing and sales to her current role in customer experience.  We talk with Jennifer about getting senior executives on board with customer experience initiatives, improving the company’s response to complaints, and why the role of CX is here to stay.

This episode features an interview with Holly O’Neill, Chief Client Care Executive and Head of Consumer Client Services at Bank of America. Holly has spent her entire career of more than 25 years serving Bank of America customers, from wealth management to sales. She talks with us about capitalizing on client feedback, increasing communication during periods of change, and how to personalize the customer experience at scale.

This episode features an interview with Janelle Estes, Chief Insights Officer at UserTesting. Janelle is a CX leader and strategist who has authored white papers and articles and spoken at industry conferences like Turing Fest. Before UserTesting, she worked for UX pioneers the Nielsen Norman Group.

This episode features an interview with Mark Hall, a business leader at Google. He manages partnerships with startups and venture capital firms. Mark is also a contributor to Forbes on the topics of tech, leadership, and venture capital. We talk with Mark about cultivating effective partnerships, shepherding new businesses into being, and leveraging Google’s resources to ensure their success.

This episode features an interview with Dr. Rachelle Ornan, Director of Cabin Research and Passenger Experience and Associate Technical Fellow for Boeing Commercial Airplanes, specializing in the experience and design of commercial aircraft interiors. Before planes, she worked on spacecraft as a Human Factors Engineer and Industrial Designer for NASA. We talk with Rachelle about idealized design, balancing art and science, and what it takes to create a peaceful space to house the stress of travel.

Sharon Mandell, Senior Vice President and CIO of Juniper Networks, joins Phil to discuss 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.

City National Bank Executive VP and Chief Marketing Officer Linda Duncombe joins The Customer Experience Show to discuss 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.

Avaya SVP and CMO Simon Harrison joins The Customer Experience Show to discuss 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.