Podcast: Play in new window | Download (Duration: 59:38 — 24.5MB) | Embed

Subscribe: Google Podcasts | Email | RSS

It’s a rare company that isn’t working to create a great customer experience (CX), which is “the product of an interaction between an organization and a customer over the duration of their relationship” (according to Wikipedia). In this episode of Circle of Fellows, IABC Fellows George McGrath, Jim Shaffer, and Brad Whitworth join moderator (and Fellow) Shel Holtz for a discussion about the various ways organizational communicators can support their companies’ CX efforts.

About Today’s Panel

George McGrath — Founder and managing principal of McGrath Business Communications, which helps clients build winning corporate reputations, promote their products and services, and advance their views on key issues. George brings more than 25 years in PR and public affairs to his firm. Over the course of his career, he has held senior management positions at leading strategic communications and integrated marketing agencies including Hill and Knowlton, Carl Byoir & Associates, and Brouillard Communications. See George’s LinkedIn profile.

Jim Shaffer — Jim is a business advisor, leadership coach, author, speaker. As leader of the Jim Shaffer Group, he helps organizations accelerate results through superior strategy execution. The Jim Shaffer Group creates hard business results by translating the business strategy to the people who need to implement it, aligning systems, processes, and culture to make the gains sustainable. See Jim’s LinkedIn profile.

Brad Whitworth, ABC — Brad is a senior communication and marketing manager at Cisco Systems as well as a communication coach at the Stanford Graduate School of Business. Brad joined Cisco in 2007, before which he ran enterprise communication for the California State Auto Association and internal communication for PeopleSoft. He spent several years in various communication roles at Hewlett-Packard, and was IABC’s 1989-1990 chair. See Brad’s LinkedIn profile.

About Shel Holtz

Shel Holtz, ABC (Accredited Business Communicator), is director of Internal Communications at Webcor, a commercial general contractor headquartered in San Francisco. Before joining Webcor, Shel spent 21 years as principal of Holtz Communication + Technology. In addition to integrating technology into communications strategies, his expertise includes strategic communications planning, change management, organizational culture, business initiatives and communications research. Full bio