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Episodes tagged “scale”

You’re Never Too Big For Change

You’re Never Too Big For Change

Released: August 9, 2022 • Episode #228

Change is not easy. It’s human instinct to become comfortable with “what you know.” But sometimes a change is necessary – when CX professionals notice a problem, or recognize a way to make the customer’s experience better, their instinct is to find solutions to improve how they interact with customers. And a large global technology company needs a CX leader who can bring people together into a common purpose and inspire them to do what’s best for their customers. Host Steve Walker welcomes Bob McDonald, vice president of global CRM experience for IBM, for a discussion on how Bob made the business case to transform their customer experience.

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