The TribeCX Podcast
HR and the Customer Experience

HR and the Customer Experience

June 4, 2019

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.

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Optimizing the Experience

Optimizing the Experience

May 15, 2019

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.

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Making Money with Your Customers, Changing to Customer-Centric Practices

Making Money with Your Customers, Changing to Customer-Centric Practices

April 24, 2019

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.

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The Voice of the Customer and Getting the Most from Your CX Programs

The Voice of the Customer and Getting the Most from Your CX Programs

April 4, 2019

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.

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Mid-Tier Banking

Mid-Tier Banking

March 8, 2019

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.

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What I Wish I’d Known

What I Wish I’d Known

March 4, 2019

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.

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