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.
Join us every Sunday on our 1/2 hour weekly podcast to learn how to deliver that “more” and that “less” to your customers.
Each week, worldclass trailblazing experts in Customer Experience will share what’s new, what’s exciting and what you can do to transform how your customers perceive you and your company. And we’ll hear from business leaders who have transformed their business and reaped the benefits.
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.
Lynda has a passionate love of people and their development to be our future leaders. With 35 years of business experience behind her, she is a master networker, innovator and big-picture thinker and is putting her unique skills to work as CEO of Refirement Network, a business involved in helping organisations and Baby Boomers understand the opportunities and challenges the future holds for this particular demographic group. Her work focuses around helping Baby Boomers plan for their next season of life and identify where they can still add value in business and society. She partners with organisations to develop business strategies designed to retain the necessary skills, experience and wisdom of the Boomers that is at risk if they leave prematurely.
Terrence L. Gargiulo, MMHS is an eight times author, international speaker, organizational development consultant and group process facilitator specializing in the use of stories. He holds a Master of Management in Human Services from the Florence Heller School, at Brandeis University, and is a recipient of Inc. Magazine’s Marketing Master Award, the 2008 HR Leadership Award from the Asia Pacific HRM Congress, and is a member of Brandeis University’s athletic Hall of Fame. He has appeared on Fox TV, CN8, and on CNN radio among others.
For two decades, Mike Wittenstein, Experience Designer and Managing Principal at Storyminers, has helped business leaders around the world differentiate their brands by dramatically improving their customer experience. Mike is a sought-after speaker and consultant. He works in the hospitality, retail, technology, healthcare, and entertainment industries, as well as other service categories. He has helped retailers like Party City, Kinko’s, Best Buy, Alternative Apparel and SOHO Office, to elevate their customer experience, while making it a lot more engaging – and even fun – for all involved. He has given clients like Apple, IBM, McDonald’s, and iPay Technologies a looking glass view into how their company is perceived by everyday customers.
Anand Pillai is currently the Sr. Vice President and Global Head – Talent Transformation, Intrapreneurship Development & EFCS Transformation Initiatives. He is a key member of the Blue Ocean Task Force at HCL Technologies and is driving the competency of “Blue Ocean Thinking” in the company. Anand has held various roles in HCL, in the past 12 years beginning with Regional director- Canadian Operations for HCL Technologies Inc., and was based In Toronto, Canada. He has been nominated to the World Economic Forum’s Global Agenda Council on New Models of Leadership 2011, given his thought leadership in this field of leadership & innovation.
Anand Pillai is currently the Sr. Vice President and Global Head – Talent Transformation, Intrapreneurship Development & EFCS Transformation Initiatives. He is a key member of the Blue Ocean Task Force at HCL Technologies and is driving the competency of “Blue Ocean Thinking” in the company. Anand has held various roles in HCL, in the past 12 years beginning with Regional director- Canadian Operations for HCL Technologies Inc., and was based In Toronto, Canada. He has been nominated to the World Economic Forum’s Global Agenda Council on New Models of Leadership 2011, given his thought leadership in this field of leadership & innovation.
“With true grit, compelling vision, Warrior Spirit, and maverick-style determination, Fred Taylor has led the Southwest Airlines charge to provide and deliver the absolutely finest proactive Customer Service available in the domestic airline business.” ~ Colleen Barrett, President Emeritis, Southwest Airlines (June 2006)
Keeping a finger on the pulse of Southwest Airlines’ daily operations and making sure the Internal and External Customers are on the same page is a way of life for Fred Tayhlor and my Proactive Customer Service (PCS) Team.
In June 2001, he was plucked from the Frontlines by Colleen Barrett and asked to take on new responsibilities for coordinating the Company’s proactive Customer communications. Since then, he created the PCS Team which has become a multifaceted entity that works directly with the Company’s operational, communication, and support departments to help make sure the information and assistance being provided to Southwest’s Internal and External Customers is accurate, timely, consistent, and meaningful.
R “Ray” Wang currently is a Principal Analyst and CEO at Constellation Research Group. He previously was a founding partner and research analyst for enterprise strategy at Altimeter Groupand the author of the popular enterprise software blog “A Software Insider’s Point of View”.With viewership in the millions of page views a year, his blog provides insight into how disruptive technologies and new business models impact the enterprise. A background in emerging business and technology trends, enterprise apps strategy, technology selection, and contract negotiations provides clients and readers with the bridge between business leadership and technology adoption.
RSS Feed
Twitter
February 19th, 2010 
Jim Love 
