Donna Miller, HR Director, Europe, Enterprise Rent-A-Car, and Simon Brown, former HR Director at GSK, The Coca-Cola Company, and now Managing Director at Simon Brown Associates speak with TribeCX CEO, David Hicks about how human resources strategies can improve CX. In addition, they also discuss how developing employee engagement can improve the customer experience.
Moira Dorsey, Principal at Dorsey Experience Strategy speaks with TribeCX Chair, Mark Harrison about optimizing experience management and how to fine-tune it and drive it forward. In addition, she also shares details on co-creating programs with the customer and the benefits of working backwards after establishing an end goal.
Joost Vossen, Director, Customer Centricity, at Elsevier talks with TribeCX Chair, Mark Harrison about the purpose of CX, how to tackle change, and balancing short- and long-term goals. In addition, he also talks about evolving your culture and moving towards one based on marketing and analytic data.
Neil Balbirnie, Vice President Client Experience, Design and Insight at RBC speaks with TribeCX Chair, Mark Harrison about how to scale experience management and how to engage all stakeholders. In addition, he also shares details on the power of a CX Playbook, talking through prioritization, and distilling down to a set of guiding principles.
TribeCX Chair, Mark Harrison talks with Dave Mingle, from Qualtrics, Tim Sharman from Mastercard, and Chad Raube from Info-Pro Lender Services about engaging customers, driving business performance and the struggle between customer needs and wants verses pushing products. In addition, the three customer experience leaders address what they wish they’d known at the start of their careers, the importance of measuring the outputs and not the inputs, and the key to alignment when implementing a CX program.
Mark Evans, Marketing Director of Direct Line Group talks with TribeCX Chair, Mark Harrison about finding the intersection of what’s good for the customer is good for investors, managing the optics of a CX program and how empowerment in your employees works. In addition, the 2018 Marketing Leader of the Year gives practical insights into the one thing he wished he’d known, what works, and what doesn’t to drive performance from experience.