An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing te ...
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The Doing CX Right Podcast is a resource for businesses striving to increase revenue, reduce costs, and achieve sustainable competitive differentiation. Companies often pursue these goals ineffectively. This podcast challenges conventional thinking through innovative customer experience (CX) strategies. Each episode offers expert advice, blending human-centric approaches with the latest technology to solve business challenges. The show emphasizes that everyone has a CX role, regardless of jo ...
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From the creators and host of the award-winning The Agile Brand with Greg Kihlström podcast, comes B2B Agility™, a podcast focused on how B2B marketers and the brands they represent become category leaders and drive optimal results for the business and their customers. The show looks at B2B success in a variety of ways, all with a focus on the intersection of sales, marketing & technology. Guests will represent brands, consultancies, and platforms that enable B2B marketers to do their best work.
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Wonder what it's like to control millions of dollars of marketing budget? Manage hundreds of people? Make the decisions on which ideas get to market? The CMO Confidential podcast shares how it feels to be in that chair of the shortest-tenured position on the C-suite. We detail the long, hard road most ideas take to get to market & how challenging it is to get the best ones through. Hosted by Mike Linton -- the former P&G Brand Manager who went on to be the Chief Marketing Officer of Best Buy ...
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147. Accountability Over Excuses - How to Transform Your Business Culture for CX Success | Robert Hunt
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What if your team didn’t just show up, but truly cared about every customer interaction? What if blame and excuses were replaced with ownership and pride? Stacy Sherman talks to author Robert J. Hunt about what it really takes to create a culture of accountability. It’s not just about responsibility—it’s about purpose, vision, and giving employees …
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Scott Griffiths | Primer on the Marketing CFO - Why it Might Be Right for You | CMO Confidential
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A CMO Confidential Interview with Scott Griffiths, CFO of the Affiliati Network, formerly the Marketing CFO at Farmers and VP at Countrywide. Scott discusses how marketing and finance can get into a self fulfilling doom loop by avoiding hard discussions, what it takes to be a good Marketing CFO, and his belief that it is important to recognize the …
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There are major tectonic shifts taking place in the outsourcing space right now - Interview with Craig Crisler of SupportNinja
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Today’s interview is with Craig Crisler, CEO at SupportNinja, a modern provider of Business Process Outsourcing (BPO) services. Amidst lots of research reporting that despite all the investment in new tech, customer satisfaction is at an all-time low, I talk to Craig about where folks are going wrong with their investments, what’s going on in the B…
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149. Maximize Customer Loyalty - 3 Strategies To Boost Employee Accountability | Stacy Sherman
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Are your employees simply completing tasks, or are they accountable for outcomes that delight customers? Discover how shifting from responsibility to accountability can redefine your brand's success. In this episode, three key strategies are explored: emphasizing outcomes over processes, empowering teams to adapt beyond scripts, and providing real-…
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Ep. 148. 8 Laws of Customer Service Success - Blending Tech and Human Connection
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Feeling the pain of disengaged employees and declining customer service? You’re not alone—and we’ve got solutions. In this episode of Doing CX Right, Stacy Sherman sits down with author Blake Morgan to dive into game-changing insights from "8 Laws of Customer-Focused Leadership." Together, they uncover practical, no-nonsense strategies that empower…
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Seth Matlins |Why is Marketing in a Perpetual State of Chaos? | CMO Confidential | Forbes CMO Network
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A CMO Confidential Interview with Seth Matlins, Managing Director of the Forbes CMO Network, formerly Head of Cultural Strategy and Insights at Endeavor, Global CMO of Live Nation, President of Rock the Vote and Founder of CAA Marketing. Seth discusses why he thinks the media is overhyping the drama around the CMO position, the CEO misperception th…
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#26: Creating B2B content that engages and converts with Ryan Estes, Co-Founder of Wildcast
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In B2B marketing, creating content that not only engages but also converts is crucial. Today, we're joined by Ryan Estes, Co-Founder of Wildcast, who has leveraged podcasting as a powerful tool in this realm. He'll share insights into prioritizing ideas, maintaining consistency, and adapting to the latest marketing trends. Ryan Estes CO-FOUNDER AT …
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Within five years, contact center agents will become contact center specialists - Interview with Sam Wilson of 8x8
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Today’s interview is with Sam Wilson, the CEO of 8x8, a provider of a unified cloud platform for contact center, business phone, video, chat, and APIs that helps companies of any size deliver differentiated customer experiences. I’ve spoken to Sam a couple of times, and every time, we have great conversations where we rummage around some of the big…
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Matt Carey |Home Depot | The Marketing Interface With Tech, IT, AI and CX - An Acronym Feast! | CMO Confidential
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A CMO Confidential Interview with Matt Carey, EVP Customer Experience and CIO at Home Depot, formerly the SVP and CTO at both eBay and Wal-Mart. Matt discusses how the majority of customer experience is provided by tech, why you shouldn't buy "tech for tech's sake," and why marketers should always "know precisely what problem they want to solve" wh…
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#25: Customer-led growth with Elisabeth Zornes, Chief Customer Officer,Autodesk
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Today we’re going to talk about the strategies for driving customer-led growth with Elisabeth Zornes, Chief Customer Officer at Autodesk. We’ll explore how converging customer-facing departments enhance customer success and the role of technology in shaping these experiences. Elisabeth Zornes is a visionary Go-To-Market executive with a distinguish…
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Michael Treff | CMO Confidential | Using AI for Anticipation vs. Reaction - An Agency Perspective
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A CMO Confidential Interview with Michael Treff, the CEO of Code + Theory, a growing 2000 person agency which combines engineers and creatives. Michael discusses how AI combines new factors and current data to anticipate consumer behavior, why AI represents "change management for humans," and how his agency is writing AI into job descriptions. Key …
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#24: Telling a unified story across diverse audiences and product portfolios with Ajay Kumar, CMO at ManageEngine
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Welcome to today's episode where we will explore how to tell a unified story while marketing several products to several audiences. Joining us is Ajay Kumar, Head of Global Marketing and Chief Evangelist at ManageEngine, to discuss this and more. Ajay Kumar KG is the Head of Global Marketing and Chief Evangelist, ManageEngine, the enterprise IT man…
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Building customer loyalty and a human connection in an increasingly competitive landscape - Interview with Conny Kalcher of Zurich Insurance
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Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to become the “Apple of Insurance”, her guiding philosophy around customer retention and revenue, how they are building customer loyalty and a human connection in an increasingly competitive landscap…
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146. AI Meets Human Touch - Redefining Customer Experience | David Singer
30:29
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Are you struggling to keep up with rapid tech changes in customer service while maintaining a human touch? Wondering how to integrate AI without losing your team's trust or overwhelming customers? In this episode of Doing Customer Experience Right, host Stacy Sherman and expert David Singer share strategies to balance advanced AI with genuine human…
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Kim Whitler | A Marketing Potpourri - CMO Stages, Activism Research and Name Image & Likeness(NIL)
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A CMO Confidential Interview with Kim Whitler, business professor at the University of Virginia and former GM and CMO. Kim joins us to discuss how start-ups require different CMO's at the various stages starting with seed money and ending with an IPO, how good intentions can jeopardize business success on the corporate activism front, and how to th…
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145. Transforming Healthcare - Proven Customer Experience Strategies | Miya Gray
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Is the healthcare system truly designed with patients at the center? In this episode, host Stacy Sherman and Maya Gray, Vice President of Global Customer Experience and Engagement at Pfizer, tackle the urgent issue of patient access. They explore how healthcare can improve by addressing barriers and designing systems that prioritize patient needs. …
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If it matters for your customer, it’s important - Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega
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Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo affair and features a conversation with Tara DeZao, Director of Product Marketing, AdTech and MarTech, at Pega. It is then swiftly followed by a chat that I had with Simon Thorpe, Direc…
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144. The Hidden Gem of CX Day and Customer Service Week: A Game-Changer for Business Success | Stacy Sherman
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Is your company struggling to keep customers loyal and employees motivated? In this special episode of Doing CX Right, Stacy Sherman shares how celebrating CX Day and Customer Service Week can turn these challenges into strengths. Discover why these global events are more than just calendar dates—they’re powerful opportunities to unite your team ar…
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#23: B2B Marketing in the Tech Sector with Polly Traylor, Komprise
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In an ever-evolving B2B landscape, marketing strategies, and communications are continually adapting to meet customers' changing demands, especially in tech-driven sectors. Joining us today is Polly Traylor, Senior Director of Marketing Communications and Content at Komprise, who brings deep insights into these transformations. Polly Traylor bio I …
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Daniel McCarthy | CMO Confidential | The Rise & Fall of Peloton as Seen Through the Eyes of CLTV
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A CMO Confidential Interview with Dr. Dan McCarthy, Professor of Marketing at Maryland. Dan uses a customer lifetime value (CLTV) analysis to show how Peloton's pursuit of growth after a very successful launch negatively impacted its financials and cratered its stock price, leaving its future uncertain. Key decision points include: misreading Covid…
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Print-era thinking is holding personalization efforts back - Interview with Vivek Sharma on Movable Ink
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Today’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink, which empowers marketers with scalable, omnichannel personalization through data activation and AI decisioning. Vivek joins me today to talk about their recent 2024 Audience of One research report, content creation as a key bottleneck in personalisation eff…
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Karna Crawford | CMO Confidential | The Customer Loyalty Crisis & What to Do About It
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A CMO Confidential Interview with Karna Crawford, CMO of Marqeta, formerly SVP at JPMorgan Chase, and Head of US Marketing at Ford. Karna discusses how a number of factors have created more "promiscuous customers," the challenge of constantly delivering against rising value expectations, and why the marketplace has left many companies behind in the…
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#22: Better CX through conversation intelligence with Eric Williamson, CMO at CallMiner
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Today we’re going to talk about using conversation intelligence data to enable better B2B marketing and a better customer experience. To help me discuss this topic, I’d like to welcome Eric Williamson, Chief Marketing Officer at CallMiner. Eric Williamson, Chief Marketing Officer, CallMiner As CallMiner’s Chief Marketing Officer, Eric oversees all …
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143. Beyond the Deal: Delivering Value That Keeps Customers Coming Back | Bob Burg (Rerun)
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How can businesses effectively communicate and deliver real value? Join Stacy Sherman as she revisits her conversation with author Bob Burg. In this rerun from first 10 episodes, they dive into expert strategies for enhancing both customer and employee experiences, understanding the key differences between price and value, and building genuine conn…
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Agents view agent-assist technology as more important than a competitive salary - Interview with Gopi Polavarapu at Kore.ai
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Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me today to talk about two reports that they recently published ( the Agent Experience (AX) Benchmark Report 2024 and the Customer Experience (CX) Benchmark Report 2024), why a bot must emulate a company’s b…
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Kate Bullis | CMO Confidential | A Top Search Executive's View of Tech, Marketing & the Marketplace
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A CMO Confidential Interview with Kate Bullis, Global Marketing Practice Leader and Managing Director at ZRG Partners. Kate discusses the "growth renaissance" occuring in tech, B2B, and Private Equity where marketing is emerging as a growth driver, why companies in transition often look for new talent, and "what a difference maker" great marketers …
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#21: Doing B2B SEO right with Sam Dunning, Breaking B2B
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Today we’re going to talk about the ins and outs of B2B SEO, why it’s so important to do right, and the role of AI in the future of search. To help me discuss this topic, I’d like to welcome Sam Dunning, Founder of the B2B SEO Agency Breaking B2B. Resources The Breaking B2B website: https://www.breakingb2b.com The B2B Agility podcast website: https…
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142. Winning the Customer Service Game - Lessons From Wall Street and The Black Jack Table | Joel Block
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What if the secret to exceptional customer experiences was hidden in a deck of cards? And what if Wall Street's playbook could transform the way you serve clients? Stacy Sherman and Joel Block unpack an unexpected connection: how the strategic thinking behind blackjack and stock trading can elevate your business approach. It's not about satisfactio…
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How to Collaborate With Non-Believers Panel |Association of National Advertisers | CMO Confidential
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In a new twist for CMO Confidential, host Mike Linton moderates a panel for The Association of National Advertisers on Industry Thought Leadership. Unlock the secrets to collaborating with non-believers in marketing with insights from top CMOs and executives! 🎥 In this engaging panel discussion, moderated by Mike Linton, host of the CMO Confidentia…
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#20: Greater compliance equals greater trust with Jordan Sher, Drata
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In today's digital ecosystem, data compliance and privacy are more than just legal requirements; they're critical components of customer trust and brand reputation, especially for B2B marketers. To navigate these waters and understand the intersection of compliance, technology, and customer experience, we're joined by Jordan Sher, Vice President of…
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141. How AI is Shaping the Future of Customer Interactions | Jim Payne
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We're in a new era where AI is reshaping every customer interaction, transforming business models, and redefining customer experience. Companies harnessing AI now will forge unbreakable customer bonds, while those lagging behind risk obsolescence. What does this mean for your business? How can you turn AI from a buzzword into a CX superpower? Join …
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The Brand Connectome™ and why we are doing marketing all wrong - Interview with Leslie Zane
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Today’s interview is with Leslie Zane, who is the Founder and CEO of Triggers, a brand consulting firm, and an authority on harnessing the instinctive mind to accelerate brand and business growth. Leslie joins me today to talk about her new book, THE POWER OF INSTINCT: The New Rules of Persuasion in Business and Life, why she thinks we have entered…
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What Your Team Wants to Tell You But Won't | Leesa Eichberger Amanda Reierson | CMO Confidential
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A CMO Confidential Interview with Leesa Eichberger, Former CMO of Jenny Craig & Ring Central and Amanda Reierson, former CMO of Avant and Head of Marketing at Thumbtack. We all worked together at Farmers Insurance. Amanda and Leesa discuss tips for evaluating "communication health," what to do in a company that doesn't like bad news, and how to man…
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140. Sales Mistakes That Harm Customer Experience and How to Fix Them | David Newman
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Are your sales efforts negatively impacting your customer experience? Wondering how to fix common sales mistakes that hinder long lasting relationships and referrals? In this episode of Doing CX Right, you'll learn how to transform your sales approach to achieve stronger results. Host Stacy Sherman and David Newman reveal solutions for building gen…
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The customer isn’t always right - Interview with Daphne Costa Lopes of Hubspot
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Today’s interview is with Daphne Costa Lopes, Global Director of Customer Success at HubSpot. Daphne joins me today to talk about customer success, why the customer isn’t always right, how siloed systems inhibit the delivery of tailored experiences, and what brands should be doing more of to drive customer-led growth. This interview follows on from…
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The CMO As Connective Tissue - A Top Search Executive's Perspective on the Position | Peri Hansen
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This episode is brought to you by CMO Confidential Title Sponsor Props. Visit them at Props.co A CMO Confidential Interview with Peri Hansen, Leader CMO Practice and Sector Leader Consumer Products at Korn Ferry. Peri discusses why she thinks it's the most important and exciting time to be a CMO, how marketers need to "connect" sales, IT and other …
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#19: The Great Hesitation with Sue Keith, Landrum Talent Solutions
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In this special episode, brought to you by Landrum Talent Solutions, formerly Ceres Talent, a national recruiting firm specializing in marketing and HR positions, we’re going to talk about a few things. Remember the Great Resignation. Well now, it’s more like the Great Hesitation, with many managers being reluctant to hire based on a number of fact…
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139. Breaking Company Silos: The Secret to Customer Experience Excellence | Katie Webb
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Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies…
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There needs to be a really tight relationship between business strategy and target state architecture - Interview with Cale Urwin of Bupa
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Today’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld in Las Vegas to talk about what stood for him at the event and how Bupa has evolved its customer engagement story and Customer Decision Hub capabilities in Australia from outbound to digital management and s…
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A Marketer Turned Tech Exec Talks About Big Data, Mainframes & AI | Phil Buckellew| CMO Confidential
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A CMO Confidential Interview with Phil Buckallew, a former brand manager who spent 23 years as a General Manager at IBM and is now the President of Infrastructure and Mainframes at Rocket. Phil discusses why it is so challenging to move mainframe data to the cloud, the cyber security race, why digital transformation is "still a thing," and his care…
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#18: Employee Experience as Competitive Edge with Nico Simko, Clair
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In today’s work environment, financial wellness benefits are increasingly recognized for their role in enhancing employee satisfaction, retention, and productivity. Also, as we delve deeper into the modern workforce’s expectations, particularly among younger generations, it’s clear that innovative solutions like on-demand pay are not just perks but…
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138. The Intersection of Brilliance and Resilience in Customer Service Excellence | Simon Bailey
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Is employee disengagement hurting your business? Could the key to exceptional customer experiences be hiding within your workforce? Stacy Sherman and customer service expert Simon T. Bailey offer game-changing solutions. Discover how to create a workplace that inspires brilliance, fosters creativity, and builds resilience. Simon shares personal ins…
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The ongoing decline of brand loyalty, what’s driving it and what should be done about it - Interview with Simon Morris of ServiceNow
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Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Simon joins me today to talk about ServiceNow’s new Consumer Voice Report 2024, the ongoing decline of brand loyalty, what’s driving it, why “The future of customer experience is high-tech meets high-touch” and some of the biggest lessons coming ou…
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An Influencer Primer - How to Avoid Potholes on The Yellow Brick Road |Jon Davids | CMO Confidential
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A CMO Confidential interview with Jon Davids, founder and CEO of Influicity and author of Marketing Superpowers. Jon discusses how communities can help build brands, the difference between "audience and community", and best practices in selecting and evaluating influencers. Key topics include: why influencers make sense in a "splintering" marketpla…
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137. Disney's Proven Insider Tips to Elevate Your Customer Service | Dennis Snow
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Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney’s customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create …
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#17: Relevance, Agility, and Fearlessness in B2B with Brian Rowley, BrightSign
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In the highly competitive B2B market, brands that lead are often those that demonstrate relevance, agility, and fearlessness. Joining us today to discuss these qualities and the unique business model of BrightSign is Brian Rowley, CMO of BrightSign. Brian Rowley is the chief marketing officer at BrightSign. BrightSign is the provider of the most tr…
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We've only just scratched the surface of artificial intelligence - Interview with Peter van der Putten of Pega
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Today’s interview is with Dr Peter van der Putten, who is Director of the AI Lab at Pega and assistant professor of AI at Leiden University in The Netherlands. I caught up with Peter at the recent PegaWorld to talk about his highlights from the event, how to think about AI using a left/right brain thinking metaphor and what’s coming next in the ent…
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136. Strengthening Customer Relationships: The Power of Tangible Rewards | Mark Stern
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Are loyalty programs dead? Conventional wisdom says digital engagement is king, but what if the key to customer retention is a balance of digital and tangible elements? In this myth-busting episode of Doing CX Right, Stacy Sherman and Mark Stern challenge the status quo of customer relationships. They explore a counterintuitive approach that might …
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Marketing Valuation | The Battle Between Believers and Non-Believers Part 3 | Greg Silverman
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A CMO Confidential Interview with Greg Silverman, the Interbrand Global Director, Brand Economics who also founded Concentric, a sales forecasting company. Greg discusses a recent Interbrand study with Wall Street analysts on how brands influence share price in which 75% of analysts look at brand power as a key variable though nearly all admit they…
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135. Curing the Healthcare Crisis: A Prescription for Better Patient Experiences | Sharon Weinstein
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Are patient satisfaction scores truly capturing healthcare quality? How can we better integrate technology to enhance patient experiences? In this episode, Stacy Sherman and Sharon Weinstein tackle these questions head-on, uncovering valuable lessons from the healthcare system that apply to all sectors. Discover the importance of aligning organizat…
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