Forrester's CX Cast
Episode 21: The Rise of the CX Professional
Date : August 10, 2015

Paul Hagen joins Sam Stern and Deanna Laufer to discuss the rise of the CX professional.

Customer experience is still a relatively new field – there are no university degrees in the discipline, and until recently few certification or professional programs. But now we are beginning to see signs of its emergence into a full-fledged profession. In this episode of CX Cast, special guest Paul Hagen, head of Customer Experience and Innovation Strategy at West Monroe Partners, speaks with Forrester about what is fueling the professionalization of the CX pro and what it means for organizations. 

Listeners should also note that we encountered some audio problems in recording this episode so we apologize for any issues with sound quality.

To listen to the podcast, click here

West Monroe Tops ‘Best Places to Work in Los Angeles’ List by Los Angeles Business Journal
View More
Related News
Ken Siegman discusses how ethnic banks can attract younger customers in the Los Angeles Business Journal
Date : May 1, 2017

L.A.’s Chinese and Korean banks rely on their communities. Second-generation Asian Americans who speak English, while still tied to those communities, don’t need the language-specific services their parents did, and that has local ethnic financial institutions worried.

Ken Siegman discusses customer attraction and retention for Asian-American banks with American Banker.
Date : April 28, 2017
Asian-American banks are turning to old-fashioned relationship-building to attract new customers and keep from losing old ones — and in the process offering a lesson to Main Street bankers everywhere about meeting similar challenges.
How will your bank win the hearts and wallets of Generation Z?
Date : April 19, 2017