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The more information brands collect on their customers, the harder it is to put all that data to good use – and the role of the data scientist is evolving with the times. In this interview, Know It All ( KIA ) Community Member and Director of Advanced Analytics at Groupon, ...
As I write this I do so with the full understanding that I am in a very fortunate position within the American workforce right now. Our company, Sun Basket , is uniquely positioned to help reduce the potential risks and uncertainties associated with shopping for food, and we are seeing...
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Based on recent updates on the coronavirus, the Execs In The Know Corporate Advisory Board recently sat down to discuss the considerations and planning that need to occur within their service operations during this time. The board agreed that there are three main critical categories that need to...
At our recent CX Gig Workforce Briefing at Microsoft HQ in Redmond, WA, we learned one thing for sure: There are as many possible applications of the gig workforce for customer experience as there are corporate use cases - and the number of brands sourcing gig workers for customer service and...
I have spent more than 20 years in the customer experience arena, and I may have tried more new ideas in the past four years at Sun Basket than in the previous 17+ years combined. Startups provide an amazing opportunity to dabble in the new—to find a new idea or trend, research, test, try,...
Not everyone gets to grow up and take a job they love with a brand that gave them the warm fuzzies as a child. By that standard @Paul Brandt , who joined Pizza Hut as VP of Customer Experience in April 2019, is one lucky guy. In this interview, he explains how the brand’s employee-first...
Being a consumer yourself doesn’t necessarily make you an expert in customer experience, because great CX starts by putting yourself in someone else’s shoes. @April Eastburn , Customer Experience Manager at sports team management app TeamSnap , learned this lesson early thanks to an...
This week Sun Basket took it's third step into utilizing the knowledge, passion, and expertise of our customers. As some of you are aware, nearly 2 years ago we started putting our toe in the water with Customer' Helping Customers in customer support. We now have approximately 10% of our...
Over the past couple of weeks, while I have been conducting the Gig interviews, there have been some very interesting articles in the news and research papers about the future of work. While I included the announcement of Uber Works in my blog on Postmates , as it was directly relevant, I...
After every Execs In The Know Customer Response Summit we hear from our attendees that they wish there were a way to keep the conversation going. That's why we created Know It All (KIA) , our private online community for senior customer experience executives at top consumer brands. No fees or...