Customer Experience Leader of the Year and Qualtrics' Head of Experience Community - Leaders Network, James Scutt joined Chris Johnston for this Adoreboard webinar, which was so impactful, we've re-packaged it as a special episode of Trust Builders! 💕 Prior to Qualtrics, James was former Head of Customer Experience at the UK Post Office, he's now a global, award-winning CX strategist, and he joined us to explore how AI is revolutionising customer trust and loyalty. If you're looking ...

Bobby Brown, Chief Customer Officer at Nextlane, discusses the key strategies behind retention and delivering a world-class customer experience. With over 25 years of leadership experience at companies such as Twilio and Google, Bobby shares his proven frameworks, built around people, process, and systems. The conversation delves into customer segmentation, measuring customer health, and striking a balance between data and a human touch. Bobby discusses how linking CX initiative...

This episode explores Aspen One's unique brand promise, rooted in a passion for the outdoors, personalized service, and employee empowerment. Katy Boughton, Senior Customer Insights Manager at Aspen One, discusses how Aspen identifies and resolves customer pain points—such as rental delays and parking issues—through data-driven improvements. She highlights the role of on-mountain ambassadors, employee recognition programs, and sustainable practices, including employee housing and enviro...

Join us for an insightful conversation with Jessica Hartley, Managing Director and Head of Design and Customer Experience at JPMorgan Chase's Consumer and Community Banking division. With over 20 years of experience in digital transformation and innovation, Jessica leads teams focused on user experience, interaction design, and content strategy 💕. Jessica is a passionate advocate for inclusive design and innovation, currently leading Design and Customer Experience for Finance, Technolo...

Today's episode explores employee experience with Kathakali Majumdar, Senior Manager of Employee Listening at LSEG. Kathakali shares her unexpected journey into HR, emphasizing the human aspect in organizations. Kathakali discusses the importance of a clear purpose, user-friendly data collection, leadership buy-in, and action-taking in employee listening programs. Kathakali also highlights how LSEG aligns employee listening with organizational values. The discussion covers COVID-19's impact...

In this episode, the discussion centers on the power of emotional connections in retail and aviation, featuring guest Mazhar Butt, an industry leader with extensive experience in international aviation and luxury retail. With a background at London Heathrow (LHR), Dubai International (DXB), and Dallas/Fort Worth International (DFW) airports, Mazhar has successfully transformed customer experiences, earning accolades like the Airport Future Travel Experience Award. Now serving as the Gr...

Joining us today is Amanda Foo-Ryland, keynote and TEDx speaker, corporate culture speaker, leadership & development speaker, executive coach, author, and mother. With over 30 years of experience with human development and coaching, she knows how to connect deeply with people. Her purpose is to inspire others to live passionately. Her keynotes emphasise mental resilience and well-being in the face of adversity. Originally from the UK, she currently resides in Portugal and travels th...

In this episode of the Trust Builders podcast, Caroline Winwood, a seasoned professional with extensive experience working for leading global brands such as Dyson and Pepsi, shares her expertise on customer experience and transformational leadership. She recounts her career journey, beginning with her early days at Walkers Crisps, where she learned the power of personalization by building relationships with local businesses. Caroline explains how understanding customer needs, asking the rig...

Bill Tierney is VP of Customer Experience & Analytics at Southwest Airlines and oversees the “end-to-end” physical and digital CX at Southwest. He’s been with the company for nearly 13 years in marketing roles and his work has contributed heavily to Southwest being ranked as one of the most customer-centric airlines in the world, gaining the highest customer satisfaction ratings for economy US airlines in multiple studies. ✈️ Aside from his professional achievements, Bill is a happy fath...

In this episode, we explore the often-overlooked subject of "end experiences" concept of "Endineering" in the customer experience journey with Joe McLeod. Joe is a pioneer in consumer experience endings, Founder and Head of Endineering at andEnd, a TEDx speaker, and author of Ends & Endineering. He also mentors top brands in impactful offboarding. During today's conversation, Joe emphasizes the value of designing thoughtful end-of-life experiences rather than on legislation or guilt-based...

Alain Kerloc’h is a renowned restaurateur and sommelier who co-owns the acclaimed, Michelin-star, OX restaurant in Belfast, Northern Ireland. He has founded and managed various influential eateries including two of the best restaurants in the world; l’Arpège in Paris and Mirazur in Menton. 🍷🍴Join us for a Michelin-star insights experience!🍴🍷 As a 16-year-old, Alain’s career commenced as a catering college student in Brittany, France, during which he worked in local Michelin-starred restaurant...

💟 Transforming Patient Experience: Join Anita Hodge, National Manager of Patient Reported Experience and Outcomes at Healthscope as she shares over 20 years of powerful insights into crafting unforgettable human experiences and dramatically improving patient outcomes on Trust Builders podcast. Behind every number, there’s a person! 👀Prepare to be captivated as Anita pulls back the curtain on wisdom and insights gained from more than two decades of hands-on healthcare. 💕Her journey takes you f...

Meet Fabiola Corvera-Stimeling, a trailblazer in digital transformation and customer experience leader with over two decades of success spanning roles in financial services and healthcare alongside manufacturing, professional sports teams, and not-for-profit organisations. As a master of human-centric, emotion and trust-based strategies, Fabiola orchestrates customer and employee-focused digital transformations that propel growth and satisfaction for all involved. Her secret? Weaving together...

Wall Street Journal best-selling author and Employee Experience advocate, Monica Parker joins us for an exciting session on wonder in the workplace — this one on Linkedin AND live from Belfast. As founder of global human analytics and change consultancy HATCH, Monica’s clients include blue-chip companies such as LinkedIn, Google, Prudential, and LEGO, for whom she challenges corporate systems to advocate for more meaningful work lives. Featured regularly by platforms including The Guardian, F...

Donald Chesnut has been CXO for some of the world’s leading brands. He joined General Motors as Chief Experience Officer in January 2021. Prior to which he was CXO of Mastercard and Sapient. Donald, a renowned expert in customer experience and product design, shares his insights on how brands can foster meaningful connections with their customers. We explore the power of storytelling, the importance of person-to-person interactions, and strategies for navigating challenges while maintaining ...

In this episode of the “Trust Builders” podcast, we’ve had a fascinating conversation with Rory Sutherland, Vice Chairman at Ogilvy UK. Join Chris Johnston and Alex Genov as they embark on a journey through the realm of branding, behavioural science and trust with Rory Sutherland, the visionary Vice Chairman at Ogilvy UK. With 36 years at Ogilvy, Rory is an industry icon who brings unparalleled expertise in consumer psychology and advertising and how to build trust in the digital age. ...

In this latest episode of the Trust Builders podcast, we bring you the insightful conversation we’ve had with April Obersteller, managing director for woom, North America. This episode is packed with insights that can help your organization create memorable customer experiences that will eventually lead to generational trust and loyalty. Here’s a snapshot of what we’ve covered: Employee Experience – People who join your organization usually have great faith in your vision. M...

Bruce Temkin, aka The Godfather of Customer Experience, led Qualtrics’ XM Institute for 5 years, spent over a decade as a VP and Principal Analyst at Forrester and co-founded the Customer Experience Professionals Association (CXPA). The man on a mission is now researching and envisioning how to achieve a vision of "Humanity@Scale". As you can imagine, we’re VERY excited to have him as our first official guest! 🤩 *** Episode 02: Bruce Temkin *** Global Head of Qualtrics XM Institute During ...

Trust Builders launch 12th March 2024 on Linkedin Live. Introducing co-hosts, Alex Genov, Head of Customer Research and Marketing Insights at Zappos and Chris Johnston, Founder and CEO of Adoreboard. --- Trust Builders Podcast 🚀 For CX, EX and Marketing Professionals With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)