You conduct the surveys, you look at the metrics, you map the journeys–and then you change to get better results next time.

Jim Tincher, Founder and CEO of the CX consulting firm Heart of the Customer, says change is what customer experience is all about.

In this episode, Jim shares tactics from groups who are intentional about change management and shines light on who is best suited to take your organization in a new direction. As the discussion unfolds, you’ll learn how to evolve along with your customers’ desires and expectations.