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In this Greatest Hits episode, Lauren is joined by customer experience expert, Jim Tincher. Jim is the Founder and CEO of Heart of the Customer, a customer experience consulting firm which seeks to map out customer journeys in order to increase engagement and loyalty. As well as leading customer en…
In this Greatest Hits episode, Lauren DeSouza speaks with customer experience mastermind Howard Tiersky, CEO of FROM, The Digital Transformation Agency. They discuss why you should put yourself in the customer’s shoes, why companies need to be more customer-centric, and what exactly the Love Formul…
In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Dennis Wakabayashi, the curator of the CX Hall of Fame, which celebrates the best and brightest stars in the customer experience field. Together they discuss how to look at personalization in a completely different w…
In the latest episode of Retain: The Customer Retention Podcast, host Lauren DeSouza speaks with Eddie Hartman, a Partner and Member of the Board at Simon-Kucher. Together, they discuss why even the coffin industry considered customer retention, how a tragic example from England in the 1800s can in…
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