In this week's episode, Howard is joined by the SVP, Marketing and Communications at Navy Federal Credit Union, Pam Piligian, as she reveals the secrets behind being the six-time recipient of Forrester’s CX Index Best in Class Ranking.

As an avid runner who has completed more than 45 marathons, Pam discusses tackling the longest race of her professional life: the marathon that is the customer experience journey. She also discusses the three pillars that guide her team in delivering great customer experiences: Know Me, Show Me What's Next and Do It for Me.

Tune in to hear what it means to listen loudly and amplify the good through journey mapping.

To learn more about Pam, visit:

Pam's Twitter

Pam's LinkedIn

Navy Federal Credit Union's Twitter

Navy Federal Credit Union's Website

Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas.

The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world.

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