Nov 30, 2018
Big things have been happening at Citizens Financial Group, the New England-based financial services company. After spending 26 years as part of the Royal Bank of Scotland, the company returned to the public market in a 2014 initial offering that raised $3 billion. And the bank has been undergoing a multiyear...
Nov 8, 2018
Host Rob Markey talks to Bain Partner Gerard du Toit. His team recently asked hundreds of executives if they've adopted 20 of the most popular customer experience tools, and more importantly, whether they're happy with the results. While customer experience tools are not a panacea, they do form an arsenal with...
Oct 26, 2018
Medical outcomes matter, but they're not the only factor in patient satisfaction. A provider's ability to communicate and express empathy are also critical to the customer experience in healthcare.
Host Rob Markey welcomes back Maurice FitzGerald, retired vice president of customer experience at HP Software and author...
Oct 11, 2018
Host Rob Markey welcomes back Jeanne Bliss, author of the new customer experience book, Would You Do that to Your Mother?
In her book, she argues that companies need to humanize the customer experience to help their employees provide the service that customers want.
Jeanne also advises senior leaders as founder and...
Sep 20, 2018
Follow-up calls offer an opportunity to hear real customers describe, in detail, the things that make them love your company, or not. And they can involve senior executives in learning what it’s like to be an average customer or an average frontline employee—to get out of the mindset of “corporate” and into...