Know It All (KIA), is our exclusive online community where executive CX end users from corporate brands work together to solve challenges, build strategies, and position for the future.
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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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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...
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...
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...
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,...
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...