Defining a customer experience strategy.
In our second episode, we discuss this importance of defining a customer experience strategy, what a good strategy includes, the importance of the "CX North Star", and how we help organization's go about successfully defining their strategy. We introduce a new segment, "CX in the News", where we talk about some recent updates in the airlines industry.


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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.

Your hosts:

  • Michael Manfredo, Principal, Customer Experience
  • Paul Hagen, Senior Principal, Customer Experience
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