Author: Simone Missagia

How can customer experience leaders justify their investments and drive meaningful change within organizations? In this interview, we had the pleasure of speaking with Sally Mildren, CEO and Managing Partner of Boss Lady Consulting, to explore the key metrics that CX leaders must understand to align their initiatives with primary business drivers, as well as…

In this interesting discussion, CoinSwitch’s contact center manager, Pankaj Jaiswal, shared his journey and learnings from his 10 years of experience in customer support. He also shared his perspectives on what makes a good support leader and how to keep support agents motivated. Tell us about your journey. How did you end up working in…

Discover the story of Melanie Diamond, the Voice of the Customer Manager at Remote.com. Melanie’s expertise and innovative approach have been instrumental in shaping her organization’s deep understanding of their customers’ needs and expectations, driving them towards becoming more customer-centric. Can you share your story with us? How was your journey towards working in customer…

In this interview with Sarita Besada, CX Director at leading proptech QuintoAndar, we discussed the skills CX professionals need to succeed and how CX leaders can leverage AI to transform their training and learning strategy. Can you talk about your trajectory: how did you start your career? What got you into CX?  Since I was…

We chatted with Planning Center’s Director of Customer Experience, Reagan Helms, about the evolving customer support landscape and the growing need for crafting roles that inspire people to do their best work. Can you tell us your story? How did you end up working in customer experience?  I started working at my current company 13…