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Nov 29, 2017

Recorded at CCW, Jon Robertson joins us and shares that along the way, he woke up one morning and was experiencing numbness from the waste down. After many tests and MRI’s, doctors prognosticated that he might have MS. Now that we live in a connected world, it’s hard to turn off. And it seems that the first thing we...


Nov 22, 2017

VP, Marketing & Strategy, Asia & Oceania for Japan Airlines Akira Mitsumasu joins us from Customer Experience Management Asia in Singapore where he shares that as a kid he knew that he wanted to exhibit the traits he respected in his father- integrity, honesty and sincerity among others. 28 years on at...


Nov 15, 2017

Head of Customer & Digital Experience, APAC & EMEA for Citi, Niamh Byrne joins us from Customer Experience Management Summit Asia where she discusses covering 17 countries in Asia and Europe. She notes that she’ll often talk to New York HQ in the morning and perhaps at night and everyone else in between. Niamh...


Nov 8, 2017

Recorded at CCW, Deb Alvord joins us and shares that her career began on the floor as an agent with American Airlines working her way up to Training then Quality to a Supervisor role…and then to a Supervisory role over agents. Deb notes that many conversations are very similar to the one’s she had on the front lines...


Nov 1, 2017

Recorded at the OPEX Summit in San Diego, The Senior Director of Operational Excellence in Global Shared Services, Ted Revilock joins us and shares that whenever you initiate a operational excellence program, it’s very important that people believe that it’s driving value. He continues that there are innumerable...