Expert Interviews

CCW Digital Spotlight Series:Meghan Borsic

CCW Digital Spotlight Series:Meghan Borsic

How do you become the largest E-Commerce company in the entire world? User experience design. It goes way beyond web design and user interfaces. It's about gathering data on what customers want and designing features to meet those needs.

Amazon created the benchmark in ecommerce for two day shipping, and is now experimenting with automated drone deliveries in the U.K. When you buy an Amazon Fire device, it already knows who you are with all your content readily available. And with Prime Now, Amazon offers two hour delivery for over 250 thousand items, which just raises the stakes even further. It's this culture of experimentation and innovation that allowed Amazon to evolve from an online bookseller competing with Barnes and Noble into the empire that it is today.

In this CCW Digital speaker spotlight series, we had Kindra Cooper, Digital Writer and Editor for CCW Digital, ask Meghan Borsic the Head of UX Design for Consumer Electronics at Amazon to discuss what customers want and how to design features to meet those needs.


If you would like a copy the interview sent directly to you, email us at info@customermanagementpractice.com

Expert Insights: Reality Canty

Expert Insights: Reality Canty

Reality Canty is an Experience Researcher who creates insights through rigor and intuition to design trustworthy hospitality experiences for guests and hosts at Airbnb. 

Reality began his career as an applied scientist with a doctorate in Cognitive Psychology. He designed learning experiences and environments to promote mathematical and scientific reasoning in children and adults. However, he began his transition from scientist to design researcher with the co-founding of his first tech startup and then fully identified as a design researcher during his time at AT&T’s newly formed Design Technology group. 

In this speaker spotlight feature, Reality divulges his work in advocating for human experiences through design thinking and why experience research is crucial in creating a seamless and effortless customer experience in the experience-driven economy. 

If you would like a copy of the interview sent directly to you, email us here.
Shep Hyken: Keynote Feature

Shep Hyken: Keynote Feature

Customer Contact Week is excited to celebrate its 20th anniversary in Las Vegas this June. As part of the celebration, we are bringing industry’s leading influencers to headline the main conference. First and foremost, we are excited to welcome Shep Hyken, 35-year veteran in customer contact, back to our main stage.

Shep closed CCW Vegas in 2018, and we are excited to have him back to the main stage in 2019. Shep recently released a new book, The Convenience Revolution, and his keynote will deliver some of the key takeaways from his findings on convenience alongside takeaways you can apply to your customer experience as soon as you return to the office.

CCW Digital Principal Analyst, Brian Cantor, spoke with Shep about the Convenience Revolution and the importance of amazing customer experience to your bottom line.

If you would like a copy of the interview sent directly to you, contact us here.

Expert Interview: Kelli Durkin

Expert Interview: Kelli Durkin

Kelli Durkin is VP of Customer Service at Chewy. In her position, she oversees an award-winning customer service department that provides an exceptional level of service to Chewy customers. A native of Central Florida, Kelli is the proud pet parent of Bruno, a five-year old French Bulldog, and Wynnie, a one-year old English Bulldog. Customer Management Practice's Principal Analyst, Michael DeJager, speakers further with Kelli about her unique career journey and deep passion for delivering the "wow" experience to Chewy.com's customers. 

Kelli will be a keynote at CCW Vegas, this coming June 18-22 at The Mirage in Las Vegas. 

To get a copy of this interview sent to you directly, contact us

Expert Insights: Kirsty Traill

Expert Insights: Kirsty Traill

Kirsty Traill is the VP of Customer at Hootsuite. She is a creative, solutions-based thinker, who focuses on delivering the best customer experience whilst optimizing business operations. 

At Hootsuite, she is responsible for Voice of the Customer, taking a data driven approach to ensuring Hootsuite customer’s perspectives and needs are understood and surpassed across the customer journey, utilizing customer insight to drive strategic initiatives and deliver a superior customer experience.  

In this speaker spotlight feature, Kirsty provides us with insight on how social listening ties in to creating an exceptional experience for users and the biggest challenges organizations come across when it comes to customer contact and customer experience.

If you would like a copy of the interview sent directly to you, email us here.
Expert Insights: Troy Stevenson

Expert Insights: Troy Stevenson

Troy Stevenson joined Uber in 2016 and he is the VP & Global Head of Community Operations at Uber. Previously, Troy led functions related to customer experience, support, insights and strategy at eBay and Charles Schwab. He began his career with the Boston Consulting Group, where he spent six years in BCG’s Chicago and New Zealand offices. He holds an MBA from the Wharton School and a BA from Northwestern University.

In this speaker spotlight feature, Troy shares his responsibilities at Uber, sheds light on the importance of understanding their customers and explains the why behind their massive global transition to become a customer-centric organization rather than a transactional-focused organization.


If you would like a copy of the interview sent directly to you, email us here.


Expert Interview: Jason Bradshaw

Expert Interview: Jason Bradshaw

Jason Bradshaw, the Chief Customer Officer at Volkswagen Group Australia shares with us unique philosophy, career journey and deep passion for customer experience. In this interview, Jason talks about using A.I. technologies in the contact center, leveraging automation as a key strategy and what speed and efficiency means for his customers. 

Jason Bradshaw will be a Keynote at CCW Vegas this June 18-22 at The Mirage in Las Vegas.

If you would like a copy of this interview, please contact us

Expert Interview: Nick Friedman

Expert Interview: Nick Friedman

Nick Friedman is President and Co-Founder of College Hunks Hauling Junk and College Hunks Moving, the largest and fastest growing junk removal and moving franchise opportunity in North America. Nick started the business in college with his childhood best friend, now business partner, Omar Soliman in a beat up cargo van, and has grown to over 100 franchises nationwide. 


He has since been named among the Top 30 Entrepreneurs in America Under 30 by INC Magazine and was named on the same list as Mark Zuckerberg, as one of the 30 Most Influential CEO’s Under 30 by Under30CEO.com. Nick is also a two-time Ernst and Young Entrepreneur of the Year Award Finalist.


Customer Management Practice's Principal Analyst, Michael DeJager, speaks further with  Nick about his unique philosophy, career journey and deep passion for customer experience.

To get a copy of this interview to be sent to you directly, contact us

Keynote Feature: Jeanne Bliss

Keynote Feature: Jeanne Bliss

In this interview, Jeanne Bliss discusses transformational CX, the importance of speed & efficiency in customer service, the #MakeMomProud movement and her new book, "Would You Do That to Your Mother?" 


Jeanne Bliss will be a keynote at CCW Vegas this June 18-22. She will have a book signing and meet and greet following her keynote. To request more information or to get a copy of this interview to be sent to you directly, contact us