Open the Box
The famous quantum theory thought experiment called "Schrodinger’s Cat" imagines a cat is placed in a box with a vial of poison. Schrodinger suggests that until you open the box and observe the fate of the poor animal, it is simultaneously alive and dead – its fate isn’t determined until you’ve observed its condition. Leaders in a company can sometimes feel that way about the benefits of customer experience, and the fault really doesn’t lie with them – as a CX pro, you need to open the box and prove the value to your organization. Host Troy Powell welcomes Topher Mitchell, manager of the value advisory group at Qualtrics, for a discussion on the importance of customer experience professionals proving the value of CX.