Customer Bliss

JULY 3, 2018

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. Its function is to also increase Maryland’s attractiveness as a place to do business. Greg says: Don’t get caught up in analysis paralysis. About Greg Derwart.

Government 48

Government Customer Experience Management Customer Experience Start-ups 48

Experience Investigators

MARCH 30, 2021

To start worrying about details. What would you think if you read this sign while picking up your kids from school? Humans are emotional creatures , and the moment they’re having with your ATM or the person in your call center or your website is one of hundreds of moments that have made up their day. Please try again.”

Customer Journey Map 91

Customer Journey Map Start-ups Technology Technology 91

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. Knowing these early (often correlated) warning signs are crucial to stopping burnout before it starts within your call center.

Contact Center 80

Contact Center Artificial Intelligence Social Media Touchpoint 80

Customer Bliss

JULY 4, 2017

Mark leads the client experience efforts at Sandy Spring Bank, the oldest and largest independent Maryland-based bank. He serves as an Adjunct Professor at Loyola University in Maryland teaching a graduate course on the Client Experience to MBA students. About Mark. “How do we drive consistency?”

CX 57

CX Net Promoter Score Real Estate Manufacturing 57

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. Edwin says: I would’ve started working on employee experience sooner. About Edwin.

Legal 59

Legal CX Start-ups Customer Acquisition 59

Qualtrics

SEPTEMBER 6, 2019

The Qualtrics University Recruiting team is hitting the road at the start of September, traveling from coast-to-coast for career fairs, coffee and networking sessions, and hackathons. Before meeting up with our teams, you can explore what starting your career at Qualtrics looks like. University of Maryland. Harvey Mudd.

Engineering 40

Engineering Sales Start-ups Technology 40

Intercom, Inc.

MAY 17, 2018

What can you do to help people understand when it’s time to sign up for Intercom and to make sure you satisfy them so they’ll stay? That’s how we end up being able to see it and size it, and then we can decide how to actually build better experiences to actually deliver on the jobs. Des: It sounds slightly magical.

Start-ups 202

Start-ups Innovation Technology Technology 202