Customer Experience News 204: Podcast: CX Strategy & Customer Empathy, Customer Advocacy: Who Do You Trust? & CX Management: Protecting CX Budgets

Podcast: CX Strategy & Customer Empathy (57min) This week I talked with Head of Customer Experience at Freddie Mac, Bill Staikos, on his new-ish Podcast, Be Customer Led. We discussed CX strategy, governance, and the importance of …

Customer Experience News 161: The Ripple Effect: What CEOs Value Most, Calculating CX ROI, Top 10 CX Success Stories & Airbus Tracks Toilet Trips

The Ripple Effect: What CEOs Value Most (2min)Alex Allwood writes on the importance of leadership behaviours in shaping an organisation’s customer-centric culture. Using examples from this week’s  news media to demonstrate how few businesses actually walk-the-talk when it …