The message is loud and clear. Customers want more! More respect, more choice, and more help! And they also want less! Less hassle, fewer procedures, less aggravation.
They want a better experience every time they deal with you. And you want long term sustainable growth!
We have more than 70 interviews now, many with world leaders in this field. You will learn what business strategies you can implement to provide your customers with better experiences and provide you with company growth. Hear what business leaders who already have transformed their business have to say about their CX journey: lessons learned and benefits gained.
You can listen now to these 1/2 hour podcasts or download them (mp3 files) and listen to them later, at your convenience.
Secrets of Successful Multi-Generational Work Cultures
Dr. Graeme Codrington
Dean van Leeuwen
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Anna Elwood
www.zocdoc.com www.tomorrowtoday.uk.com
In their work, Graeme Codrington and Dean van Leeuwen have conducted extensive research, working to address the emerging issue of generational differences that can cause problems in the workplace today. Graeme and Dean have worked to bridge this gap in theory, implementing it in practice in many companies. Anna Elwood, Director of Operations, was one of ZocDoc’s early employees who helped shape this company. ZocDoc has seen a work model emerge naturally; one that focused on the uniqueness of generational needs rather than focusing on differences to “divide and conquer”. It works on principles that demonstrate Graeme and Dean are not talking about “pie in the sky”. Here is a company that is practicing what it takes to “bridge the gap” and succeed together.
Graham is the Principal of Imagen Business Solutions. For two decades Graham has worked with startups and Fortune 500 companies to take their customer experience, operations and sales to previously unattainable levels. In Graham’s most recent role as VP Sales, Customer Experience & Strategic Solutions for TD Bank, Graham was responsible for providing leadership and strategic direction for the North American Phone Channel team. TD Bank is currently the sixth largest bank in North America Previous experience includes Head of National Retail Sales & Support as well as Head of Call Centre Operations for WIND Mobile, a 2009 startup and currently Canada’s 4th largest national wireless company.
Lynne Waymon is an internationally known expert on networking and building business relationships. In keynotes and training programs she gives corporate, government, association, and university audiences practical strategies for networking and alliance building. Her strategies, in print and in person, on how to become the natural and only choice when opportunity arises, are recognized as state-of-the-art.
Lynne’s newest book is Make your Contacts Count (2nd edition, AMACOM), co-authored with Anne Baber. She has also co-authored several other books and audio programs on career management, networking, and business development.
Timothy Keiningham is one of the world’s most highly acclaimed loyalty experts. As Global Chief Strategy Officer and Executive Vice President at Ipsos Loyalty, Tim helps drive the company’s innovative research in the loyalty field. An internationally renowned speaker, consultant, and writer, Tim has authored and edited eight books. His most recent book, Why Loyalty Matters, provides compelling insights and offers a comprehensive guide to understanding what loyalty is, what it isn’t and how to unlock its power.
John Carroll is the global head of clients for Ipsos Loyalty, the world’s leading customer experience, satisfaction and loyalty research and advisory firm with revenue of over $300 million and expert staff in excess of 1,000 located in over 40 countries. Ipsos Loyalty is the trusted advisor to the world’s foremost businesses on all matters relating to measuring, modelling and managing customer and employee relationships.
For 23 years, Suzanne has been passionately serving clients by creating corporate identity design solutions packaged with powerful strategic branding consulting and training. Her knowledge and experience has played a significant role in her clients’ successes. She has experience in industries such as Public Relations, Commercial Printing, Graphic Design, Marketing and Branding, Speaking and Training. Joining a progressive marketing and training firm, she helped design and facilitate marketing workshops across the U.S. for small business entrepreneurs. As creative project manager for a global consulting firm, she helped manage the acquisition of several other brands from the internal and external levels, including the comprehensive development of the official graphic standards manual.
Lynn Hunsaker has developed and managed customer experience programs at Fortune 250 companies since 1989 in roles such as Head of Corporate Quality, Director of Marketing and Business Development, Voice of the Customer Manager, Market Research Consultant, Strategic Information Manager, and Customer Satisfaction Improvement Manager. As head of ClearAction customer experience optimization, her clients include Applied Materials, Cisco, Ingersoll Rand, and SunPower, and others.
Nikhil Govindaraj is Vice President of Products at Moxie Software. In this role Nikhil is responsible for all aspects of Product Management and Engineering including strategy, design, development and quality assurance. Nikhil brings Moxie more than 13 years of experience in contact center management. Nikhil joined Moxie Software, then Talisma, in 2000 and has served in several key roles within the organization including Product Management and Sales Engineering. Nikhil earned his MBA in Systems and Marketing from Symbiosis, India.
Bill is today’s foremost expert on work complexity and cutting through clutter to what really matters.
He has spent the past two decades studying how work gets done. (Much of what he’s found horrifies him.)
He is an internationally-acclaimed author and speaker who is known for provocative ideas, extremely useful content, and his passion for making it easier for everyone to work smarter, not harder.
His latest, Hacking Work:Saving Business From Itself, One Bad Act at a Time, was named one of the Top Ten Breakthrough Ideas for 2010 by Harvard Business Review.
Ingrid Lindberg was named Customer Experience Officer of CIGNA Corporation in January, 2008. She is responsible for developing and overseeing the implementation of a corporate-wide customer experience strategy, which addresses all matters related to how CIGNA engages and serves the individuals covered by CIGNA benefit plans. Her leadership has earned the CIGNA Customer Experience Office national and international recognition.
As editorial director of 1to1 Media, Ginger Conlon is responsible for the direction and day-to-day editorial operations of two award-winning publications: executive journal Customer Strategist and the online business publication 1to1 Magazine, its e-newsletter, blog, and other website content. Additionally, she serves on the board of the Customer Experience Professionals Association. Conlon has covered the industry for 25 years, regularly speaks at industry events, and has contributed to several books on customer strategy.
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February 19th, 2010 
Jim Love 
