Episode 1 - Stop Pretending to care about CX

Let's get really intentional about the customer experience. If you talk to organizations out there they will all tell you that they believe in the Customer Experience. So if everyone believes in the Customer Experience why, oh why, we're not seeing customer experience go up across the board? Why do you want to deliver a good customer experience? I think that your organization should exist to delight customers and revenue growth should come as a consequence of that delight. This might sound like semantics to you, but I think it's the critical distinction between good and great. Let me dive deeper and give you a few examples.