A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “cross-functional”

Just a Simple Question

Just a Simple Question

Released: June 8, 2021 • Episode #169

Growing companies often develop complicated and disjointed processes. If business is booming, no one seems to have the time to stop and take a holistic look at how things are working and that can be detrimental to customer experience. Host Steve Walker welcomes Pamela Herrmann, vice president for customer experience for Mortgage Cadence, to discuss how a customer complaint led to a simple question that helped bring together a cross-functional collaboration to remove friction from the experience.

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Bouncing Off Guardrails

Bouncing Off Guardrails

Released: June 11, 2019 • Episode #71

Continuing the series focusing on best practices, Steve welcomes Nick Frunzi, chief customer officer at Esri, a world leader in GIS mapping and spatial analytics software, to discuss the importance of empowering cross-functional teams with your company’s customer experience efforts.

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