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The Early Days—Flipping Marketing on its Head For as long as she can remember, Andrea Krohnberg, CCXP , has been fascinated with understanding why people make the decisions that they do. She found herself intrigued by the science that underpins how companies discover the people who needed...
Russia may not be the first country you think of when you consider customer-centric business cultures, but if Olga Guseva, CCXP, has her way, that could change—eventually. A barrier as large as Russia itself is the country’s culture of deep citizen mistrust in, well, everything—banks, telecoms,...
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...
Kay Lynn Hendrix, CCXP, believes that the ability to ask good questions is essential for any CX professional. As Director, Customer Experience at Dell EMC, Hendrix brings that inquisitive mindset to her team, which focuses on the experience of customers who purchase servers from the company. ...
Over the past 25 years, Freddy Chetty has had a front-row seat to the evolution of customer experience. "Titles have evolved since I first started, from Customer Management, to Customer Relationship Management, to Customer Marketing, and now to Customer Experience Management," says Chetty. ...
Creating better customer experiences that drive positive business outcomes isn’t just the purview of the private sector. Increasingly, government leaders are embracing customer-centricity in their work. “Finding better ways to listen to customers, reduce red tape, and find cost savings...
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