Alert: Meet the 2025 CXPA Board Slate here. Voting is now open for CXPA Members.
Anthem, Inc. is in the middle of customer experience (CX) resurgence. I had the chance to catch up with Natalie Schneider, VP of Customer Experience, to learn more about their efforts to help build customer empathy in their employees. Tell us a little about what led you to start working on...
This week I attended a lecture at our local library by Grant Welker, local reporter for the Lowell Sun and co-author of a book just released titled, We Are Market Basket. If you live in the New England area, you could not have escaped the daily news reporting a year ago of this local...
Imagine, if you will, a tech support department that actually wants to speak with customers – not after they’re paid a fee, or you’ve booked an appointment, or you finally uncover a service phone number buried on its web site – while you’re still screaming.The customer experience at GoDaddy...
Recorded on location at the CXPA Member's Insight Exchange after Derrick's awesome opening day keynote speech. Derrick Hall Show Notes Derrick’s doctor made a mistake. That mistake ultimately saved Derrick’s life. In September 2011, he faced his greatest personal hump when he was...
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,...
Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in ...
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