In part-one of our interview, Jim – founder of Heart of the Customer and Certified Customer Experience Professional (CCXP) – provides many great insights for customer experience (CX) professionals looking to build a standout CX program across their organization.
In part-two, Jim continues the conversation with:
- How to lead change towards a more customer-centric organization
- The biggest CX misconception
- The business value of great customer experience
- Where to invest first in your CX transformation