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CX Decoded By CMSWire

Sep 19, 2023

Jason Ferrell, Capital One’s managing vice president of experience design, is a designer at heart.

Designing experiences in the current day comes with challenges related to customer experience, employee experience and constantly connecting experiences to top-level business objectives. 

Ferrell believes in design...

Jun 13, 2023

Customer experience teams at Intuit, owners of TurboTax, get inspired each day to iterate, test and create customer experiences for their thousands of customers. The key ingredients? Agility, adaptability and continuous learning.

Principal CX leader Marietta Silva Allison takes us behind the curtain for all of it in...

May 30, 2023

In the dynamic field of customer experience (CX), professionals need to develop and hone particular skills to navigate its challenges successfully.

Cary Cusumano, an expert in CX management, has mastered this domain. Emphasizing the importance of traits like curiosity and persistence, Cusumano understands the need for...

May 16, 2023

In this episode of CX Decoded, Brianna Langley Henderson, a seasoned CX practitioner, delves deep into the implications of introducing generative AI into business organizations. She acknowledges the transformative potential of AI and its capacity to fundamentally alter the landscape of various industries. At the same...

May 12, 2023

In this special edition of CX Decoded, recorded live at the JW Marriott in Austin, Texas this week during the CMSWire CONNECT Conference, CX Decoded hosted Karna Crawford, a distinguished marketing and digital strategy leader with a proven track record of innovation and tangible results.

Throughout this episode, Karna,...