Discover Card is a leading credit card issuer in the United States and also my employer from 2006 to 2015. My last role there, from April 2013 to November 2015, was head of digital customer experience and social media. During
Scott Luton is one of the foremost thought leaders on supply chain. He is the founder, CEO, and host of Supply Chain Now. With over 15 years of experience in the end-to-end supply chain, Scott’s insights have appeared in major
Waiting on hold is still one of the most common customer pain points, as it has been for years. And due to short staffing across many industries, hold times seem to be on the rise. So why don’t companies give any thought to making the wait-on-hold experience more tolerable?
Scott McKain is a Hall of Fame keynote speaker, a multi-time bestselling author, and probably the best voice on the stage that you’ll ever hear. Below is a conversation about creating meaningful customer experiences through a focus on distinction. Dan
Fast food giant McDonald’s recently announced the promotion of Manu Steijaert to the new role of executive vice president and global chief customer officer, leading a brand-new customer experience team. As a former employee who did not have a good