In this episode of the CX Pod, Michael Killeen shares his extensive experience in customer experience (CX) and discusses the importance of defining CX, the role of employees and shareholders, and the challenges organizations face in implementing effective CX strategies. He emphasizes the need for cross-departmental collaboration, the significance of voice of the customer programs, and offers practical advice on securing funding for customer-centric improvements. The conversation highlights the evolving landscape of CX, particularly with the integration of AI and the necessity for organizations to adapt and innovate to meet customer needs.
Michael is found on linkedin here: https://www.linkedin.com/in/michael-killeen-cx/
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