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Customer Driven with Chad McDaniel


Oct 25, 2018

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our first series of episodes are focused on Women in CX Leadership. Razia Richter has been an integral member of leadership for Customer Experience teams for large organizations and has since founded her own consulting firm, Retailpivot Consulting, focusing exclusively on CX. She is also the Co-Founder and Managing Partner of CXActivate. 

In this episode, Chad and Razia discuss:

  • How her 26 years with Petco set up the driving passions of her career, culminating in Chief Customer Officer
  • The start of the Chief Customer officer/integration into her company
  • Competencies that CX Leaders need to get started and stay involved
  • Benefits of Accelerated implementation methodology and Agile Project Management methods
  • The Differences between Leaders and Managers
  • How to implement changes in large organizations based on customer experience



Books discussed in today’s conversation|
The Ultimate Question 2.0 – Fred Reicheld and Rob Markey
Chief Customer officer 2.0 – Jeanne Bliss
Outside In – Harley Manning and Carey Bodine

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