B2B companies are beginning to move into more subscription-based services, another influence from the B2C space. Steve welcome Musa Hanhan, senior director of customer experience at Genesys, to discuss how subscription-based models impact the customer experience for B2B companies.
A resource for customer experience (CX) and experience management (XM) professionals. 
Best Practices in CX
A series focusing on some of the best ways CX leaders can make customer experience their biggest competitive advantage.
It's not easy moving toward a customer-centric mindset, and Steve's guest is concerned that companies too often forget the customer heterogeneity - the differences between their customers. Peter Fader, professor of marketing at The Wharton School of the University of Pennsylvania and co-author of “The Customer Centricity Playbook,” discusses common mistakes and misperception in becoming “customer centric.”
Building customer empathy is an important aspect to your customer experience program and trying to teach that to your organization is not easy. Steve welcomes Serena Riley, the customer experience senior Manager at LLamasoft, to describe how she used immersive experiences to help employees understand the customer’s point of view within a phase of their journey.
It might sound like more work but sometimes building a CX program from the ground up has its advantages. Steve welcomes guest Roberta O'Keith of Murphy-Hoffman Company, a full-service truck dealership, to discuss how she started customer experience programs in companies that had no such efforts in place.
Customer experience professionals work with a ton of data, but often find that they don’t have time to read some of the most insightful sources of information: customer comments. Steve welcomes Joyce Gott, a marketing research manager at Anthem, Inc. for a discussion on the importance and value of bringing customer comments to life within your company.
Guest host Pat Gibbons welcomes Walker expert Dereck Mobley for a discussion on how customer experiences professionals can plan corporate events around customer feedback to bring better awareness of your company’s CX efforts to the organization.
For a discussion on how to move a not-for-profit organization from making decisions based on gut instinct to utilizing customer feedback, Steve welcomes Andrea Krohnberg, senior director of customer experience at the YMCA Twin Cities in Minneapolis. They discuss how she led the effort to make customer insights and data a key decision-making driver in the organization and how it improved their CX efforts.
Continuing the Best Practices series, Steve welcomes the chief customer experience officer for the Columbus Metropolitan Library, Alison Circle, for a discussion on CX within the not-for-profit space and how the organization has adapted to disruptions in the normal model for libraries.
Finding time and methods to communicate CX efforts across a company with 900+ employees can be challenging. Steve welcomes guest Mark Slatin to discuss how Sandy Spring Bank synchronizes all their CX efforts through an innovative educational program that includes cross-functional activities.
Continuing the series focusing on best practices, Steve welcomes Nick Frunzi, chief customer officer at Esri, a world leader in GIS mapping and spatial analytics software, to discuss the importance of empowering cross-functional teams with your company’s customer experience efforts.