Customer Bliss

JULY 3, 2018

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

Government 48

Government Customer Experience Management Customer Experience Start-ups 48

Experience Investigators

MARCH 30, 2021

At Experience Investigators, our logo is a variation of a paper crane, and I’m often asked what the inspiration was for that. I was inspired by a man in Maryland who has a knack for making paper cranes. He’ll make them spontaneously out of whatever’s around and he gives them to people just to brighten their days.

Customer Journey Map 91

Customer Journey Map Start-ups Technology Technology 91

Customer Bliss

JULY 4, 2017

Mark leads the client experience efforts at Sandy Spring Bank, the oldest and largest independent Maryland-based bank. He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently.

CX 57

CX Net Promoter Score Real Estate Manufacturing 57

Fonolo

FEBRUARY 14, 2019

In a 2011 Study from the University of Maryland, researchers found that burned-out CSRs were much more likely to retaliate against customers in subversive ways. A drop in agent productivity or performance is one tell-tale sign of burnout.

Contact Center 80

Contact Center Artificial Intelligence Social Media Touchpoint 80

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , a law firm in Baltimore Maryland. They needed some help defining the client/customer experience journey.

Legal 59

Legal CX Start-ups Customer Acquisition 59

Comm100

FEBRUARY 12, 2021

When the pandemic emerged, staff at Montgomery College , a public community college in Rockville, Maryland, were forced into a remote working environment. This was all due to the team’s collaborative efforts, hard work, and understanding of the importance of positive customer experience. Team Award. Runners-up. Runners-up.

Social Media 52

Social Media Customer Service Retail Innovation 52