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Blog Entry
Pizza Hut’s Paul Brandt on Delivering a Feeling, One Pie at a Time

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...

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Blog Entry
TeamSnap’s April Eastburn on the Power of Empathy in Customer Experience

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...

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Blog Entry
FedEx's Ginna Sauerwein on Getting It Right the First Time

Over her nearly 35 years at FedEx, community member Ginna Sauerwein worked her way up from Package Handler and Ramp Agent to Managing Director of Customer Experience - and her last day on the job was May 31. Now ready to tackle new challenges, Ginna has been reflecting on her tenure at FedEx...


Blog Entry
Why Microsoft Is Banking on Gig Workers for Customer Support

In late March I caught up with fellow community member Claudia Cristiani, Emerging Sourcing Strategy Leader at Microsoft, to ask her how the global software giant has been tapping into the Gig Economy. Claudia and I were once peers in the Microsoft global customer service organization when she...


Blog Entry
Member Q&A: HomeAway's Peter Andrews on Communicating with Internal Stakeholders

How does a traditional digital advertising platform transform into a successful e-commerce site in just a few short years? It all comes down to earning customers’ trust on both sides of the digital marketplace, says Peter Andrews, Senior Vice President of HomeAway, part of Expedia Group, and...


Blog Entry
Member Q&A: Symantec's Allen Lee on Being the Only Programmer in the Marketing Department

We like to talk about “wearing a lot of hats,” but let’s face it: Some “hats” are so different in style and function that they’re rarely worn by the same person within an organization. That can be a missed opportunity, according to community member Allen Lee, Senior Director at Symantec. In this...


Blog Entry
Member Q&A: Google's Parag Vaish on Smart Team Decision-Making

At our Customer Response Summit in New Orleans we heard Parag Vaish, Founder-in-Residence at Google's Area 120, explain how his Smart Selection Process helps the most valuable CX ideas and strategies float to the top. In this follow-up Q&A, Parag shared how he navigates office politics,...


Blog Entry
Member Q&A: ATB Financial's Shannon Burch on Customers' Changing Expectations

Few customers have reason to walk into their local bank branch these days, which creates new challenges but also new opportunities for enhancing customer experience. In this interview, @Shannon Burch , Market Vice President at ATB Financial, shares how this technological shift in personal...


Blog Entry
Member Q&A: 2K's Ima Somers on How Southwest Airlines Made Her a Better CX Leader

The recent passing of Southwest Airlines’ larger-than-life co-founder Herb Kelleher has generated a heartfelt outpouring of remembrances -- the kind usually reserved for rockstars and heads of state. Among those with a few stories to tell is community member @Ima Somers , who worked her way...


Blog Entry
Member Q&A: Sun Basket's Brett Frazer on Embracing the Gig Economy

Amid record-low unemployment and rapidly evolving attitudes toward work, more brands are looking to gig workers to fill traditionally full-time roles. How is this emerging trend impacting customer experience? We asked community member @Brett Frazer , Head of Customer Service at Sun Basket, to...