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CXPA Member Spotlight: Stein Broeder and Building a Customer-Centric Culture at Microsoft Advertising

Stein Broeder has long been aware of the impact that powerful experiences can have on customers. “Just as a person or consumer, I’m impressed by companies that have done it well,” Broeder says. “And I’ve noticed the impact it has had on me from a brand loyalty perspective.” In his role as...

Gabe Smith,CCXP's profile image

Blog Entry
10 Silos Impact Customer Experience

Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. Things that don’t make sense in the way business is done can almost always be traced to silo...

Lynn Hunsaker,CCXP's profile image

Blog Entry
So how was the Experience of the CXPA Insight Exchange?

Granted, if anyone was going to put on a memorable Customer Experience, you would expect the CXPA – the experts in the industry – to do so. But you’ve also heard the precautionary tale of the cobbler’s shoeless kids, so one can never assume. But from this first-time attendee’s perspective,...


Blog Entry
Win Raving Fans Even If You’re Losing Games: How the Arizona Diamondbacks Create Great Customer Experiences

More thoughts from the Insight Exchange in San Diego. Jeannie Walters already did a great summary the strategies discussed by Arizona Diamondbacks CEO, Derrick Hall in his opening keynote, and I urge you to read it. This blog post focuses on some of the tactics he outlined. Derrick Hall,...

Tema Frank's profile image