A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “Drew Hall”

How CX is evolving into XM

How CX is evolving into XM

Released: June 2, 2020 • Episode #119

The customer experience space has experienced a "renaissance" in recent years but now there's a new practice that seems to be taking the spotlight: experience management. Host Steve Walker welcomes guest Drew Hall, vice president of advisory services and certified customer experience professional, for a discussion on how experience management - or "XM" - is a more holistic way to view how the customer experience is affected by the experiences of ALL aspects of the organization.

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