Crack The Customer Code

Thanks to our sponsor, the Customer Experience Professionals Association! Please find more details about the CXPA for individual or corporate members. Zappos innovates again with holacracy Arizona Diamondbacks CEO Derrick Hall invigorates the baseball fan experience Why we hate fine print! Will Zappos win with non-traditional management? Zappos is in the news once again for implementing a management concept called holacracy. This concept throws out the idea of managers as decision-makers. Decision making is distributed through self-organizing teams instead of a traditional pyramid hierarchy. Adam wonders about how this will be handled from a human resources perspective. Jeannie raises lots and lots of questions about this idea, including how different generations might respond to this. And finally…how will this affect the customer experience? Discussion begins at 1:12. Derrick Hall, President and CEO, Arizona Diamondbacks Jeannie has a special interview with Derrick Hall, one of the most innovative and resp