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Catherine Gauthier, CCXP , has always had a line on what makes call center workers click, and her penchant for innovation and listening to the customer voice has led her to adapt to ever-changing customer experiences and expectations quickly. Now the leader of customer experience (CX) at...
“Who wants to start?” I ask. “He’s older,” laughs Stephanie Linville, CCXP. Her husband Brad Linville, CCXP, agrees. “I started my career first, so I should probably go first,” he says. His CX journey began 30 years ago when he joined Indianapolis-based Walker Information in the early ...
2020 goes down as the year when “connection” was redefined. In a time when COVID-19 isolated many of us in our homes, connecting to the workplace expanded beyond technical ties to emails and databases to instead reference our psychological understanding and solidarity with colleagues and...
Sometimes ensuring a memorable customer experience can seem like a complex military operation. Shifting targets. High pressure. Skilled teamwork. Tight budgets. Tighter timeframes. Unexpected setbacks. A worthwhile mission. That description likely resonates with Lewis Taylor, a 17-year U.S....
Atlanta native Gene Lee, CCXP , is a designer at heart. “CX professionals take interesting paths,” he says. “If you look at my career trajectory, it started in classical gra phic design and medical illustration. Over the years, my work has ranged from leading corporate branding to...
Early Years “Son, keep your smile. It’s a free ticket to every person’s heart.” Firas Mahasen, CCXP , took his father’s words seriously. As a young man working in his father’s textile factory in Syria, Firas would work in the morning and study at night, but he recalls the grueling...
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For as much 2020 was a year of challenges, for Eric Bruce, CCXP, it brought opportunities--and a pathway for professional growth. Eric was the Head of Visitor Experience and Insight at the Minneapolis Institute of Art (Mia) when the COVID-19 pandemic hit--and everything was shut down. It...
Starting out—watching the ships As a young girl growing up in the African town of Ceuta off the Strait of Gibraltar, Patricia Sanchez-Diaz, CCXP, became fascinated with global trade. From the window of her home or the comfort of the local beach, it was hard to miss the massive ships she...
I was running some reports last week when I noticed something interesting: a CXPA member with the name of “ Mr. Kris Kringle .” As this is the holiday season in many parts of the world, and the name “Kris Kringle” is the alias of the one and only Santa Claus, I had to learn more. The only...
The information expressed in this blog reflect the personal views of Gregorio Uglioni. As the head of Business Excellence and Customer Experience for Swisscard, Gregorio Uglioni, CCXP, works daily to transform, digitize, change and disrupt the banking environment at all levels of the...
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