A Salesforce design leader hasn't opened Figma in months. Her team builds first and researches after — and she says that's the right bet. Shir leads the Sales Planning design organisation within…
Most CX teams report satisfaction scores. If yours disappeared on Monday, whose week would actually break? That answer decides whether it survives AI.Rania Brand ran global CX and service design at…
Speed without craft creates undifferentiated products. The real cost of AI acceleration in financial services is the slow erosion of what makes experiences worth building.Julia Challicom leads…
From redefining “frontline” support to using AI for strategic insight—not replacement—Jen Burton brings a fresh, human-first perspective to CX leadership. As a CX Coach at Zendesk with nearly 20 years…
Luciane Carrillo, Head of Customer Experience at Crunchyroll and former Netflix leader, joins the podcast to reflect on 13 years shaping CX at a global scale. She shares lessons from Netflix’s…
Martin Villanueva, Global Customer Engagement Lead at IKEA, shares insights on the evolving landscape of customer loyalty, AI-driven personalization, and omnichannel experiences. He discusses how IKEA…
Thomas Caliman, Chief Experience Officer at ADEO, shares insights on the evolving role of design and customer experience in large organizations. He discusses how design and CX teams collaborate to…
SummaryIn this conversation, David Avrin discusses the evolution of customer experience from a product-centric to a customer-centric approach. He emphasizes the importance of understanding changing…
In this episode of The Experience Edge, Jon Picoult, author of the bestselling book From Impressed to Obsessed, shares his insights on crafting unforgettable customer experiences. With over 16 years…
In this compelling episode of The Experience Edge, Jochem van der Veer is joined by James Munoz, Director of Brand and Employee Experience at Elsevier, to discuss what it truly means to lead through…
