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

Small Data Leads to Big Change

Small Data Leads to Big Change

Released: April 28, 2020 • Episode #114

CX leaders today are having to make critical decisions on whether they should bother customers for feedback or find other ways to gather insights. Luckily there are tools in our CX toolbox that can help CX pros collect feedback, and unstructured voice of the customer is one of those tools. Host Steve Walker welcomes Cary Cusumano, a certified customer experience professional and principal client partner in customer experience design for Verizon to discuss ways to reconstruct the customer journey without using surveys or other potentially intrusive practices.

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The Role of CX During a Crisis

The Role of CX During a Crisis

Released: March 17, 2020 • Episode #108

What is the role of customer experience during a crisis? Host Steve Walker and guests Jonathan Ruchman, CCXP, and Senior Director of Customer Experience at Brookdale Senior Living, and Michelle Morris, CCXP, a Customer Experience Design Partner at Verizon and member of the board of directors for the Customer Experience Professionals Association, discuss the important role customer experience professionals and other customer-focused leaders play in times of disruption and crisis.

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