generic credit card

How Discover Card Uses Voice Of The Customer To Improve Digital Experience

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

ship carrying shipping containers contributing to supply chain

How Does Supply Chain Impact Customer Experience?

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

frustrated woman on hold

Why Is The Experience Of Waiting On Hold Always Exactly The Same?

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 speaking to Volkswagen

How Creating Distinction in the Marketplace Creates Meaningful Customer Experiences

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

french fries

Is McDonald’s Now Focused On Customer Experience?

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