Tricia Houston - Founder and COO, The ExperienceBuilt Group (formerly MMR LIVE)
In this episode of the Tom & Bob Show, we discuss with Tricia Houston, the Founder and COO of The ExperienceBuilt Group, how customer experience needs are understood by conducting an experience audits, what the process entails and what its designed to accomplish, why organizations should conduct such audits, and what typical gaps experience audits typically reveal.
Leo Chan, Chief Innovation & Creativity Officer of Abound Innovation joins Tom & Bob on the show to discuss the techniques he uses to inspire innovation in organizations, create a culture of innovation, and how to break down the roadblocks that inhibits innovation.
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30:39
Debra Roberts - The Relationship Protocol
Debra Roberts joins the show to discuss the role of misunderstandings and miscommunication in contributing to the great resignation, the importance of effective communication in creating a positive organizational culture, and the primary reason people avoid conversations.
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38:40
Enza Sleva: Enza's Rant - Episode 1
Enza Sleva, a freelance mentor, coach, and consultant with decades of experience in the automotive industry, will join Tom & Bob on a monthly basis to discuss issues in customer experience that hold her interest. This month we discuss the state of customer experience in healthcare.
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34:01
CXM 360 Special: Steven Carleton and Bradley Kruger
Steven Carleton, VP of Customer Experience for Premera Blue Cross and Bradley Kruger, System Vice President - Patient Experience and Global & Executive Health, join Tom & Bob for a discussion about their presentations at the CXM 360 event.
The Tom and Bob Show joins Tom DeWitt, Ph.D. the Director of CXM@MSU and Bob Kiple, MBA, a retired General Motors Global Customer Experience Strategist for interviews and discussions about topics in the world of customer experience management. Tom and Bob also serve as leaders of CX of M, Michigan's Association of Customer Experience Professionals.
France