Dec 13, 2018
CA Technologies’ Dayton Semerjian joined me on the podcast in 2016 to discuss his approach to managing the enterprise software company’s customer experience in a rapidly changing industry. At the time, the business-to-business service provider was deep in a Net Promoter journey that would ultimately rebuild its...
Dec 6, 2018
Host Rob Markey talks to Brian Scudamore, the founder and CEO of 1-800-GOT-JUNK, whose rubbish hauling business started as a way to pay for college and grew into an international franchise. Brian discusses how the company’s commitment to customer service helped set it apart from competitors and what it takes to...
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...