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Dec 28, 2017

Once a nurse, always a nurse, Lynn Skoczelas joins us and shares that the Chief Experience Officer title is new and that executives across the board should fully understand the value of experience vs. service. Service is being nice and following protocol. But to create a memorable experience is quite another thing. Lynn...



Dec 14, 2017

Global Service Leader for Dun & Bradstreet, Brad Nichols joins us live from CCW Fall where he shares some background on an automation solution search from a past position. He explains that while it’s important to look for solutions for high volume low value calls of an easily solved nature, the low volume,...


Dec 7, 2017

Vice President Customer Assurance for Comcast Dana Wilson joins us and shares that very early on in her life she had a love of math science and engineering. She went to Drexel University and majored in chemical engineering. She graduated and became a process engineer at Philadelphia Gas Works. And it was there that...


Nov 30, 2017

VP, Marketing & Strategy, Asia & Oceania for Japan Airlines Akira Mitsumasu joins us from Customer Experience Management Asia in Singapore where he shares that as a kid he knew that he wanted to exhibit the traits he respected in his father- integrity, honesty and sincerity among others. 28 years on at...