A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “not-for-profit”

Don’t just use your gut

Don’t just use your gut

Released: June 21, 2019 • Episode #73

For a discussion on how to move a not-for-profit organization from making decisions based on gut instinct to utilizing customer feedback, Steve welcomes Andrea Krohnberg, senior director of customer experience at the YMCA Twin Cities in Minneapolis. They discuss how she led the effort to make customer insights and data a key decision-making driver in the organization and how it improved their CX efforts.

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From Patrons to Customers

From Patrons to Customers

Released: June 21, 2019 • Episode #74

Continuing the Best Practices series, Steve welcomes the chief customer experience officer for the Columbus Metropolitan Library, Alison Circle, for a discussion on CX within the not-for-profit space and how the organization has adapted to disruptions in the normal model for libraries.

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