Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program with Jeff Sheehan – S1E39 in collaboration with the ECXO

Episode released on: 11. September 2021

The CX Goalkeeper had the pleasure to interview Jeff Sheehan

LinkedIn Headline: Customer Experience Management Consultant ✪ Aligning CX Strategy with Operating Models, Operations, and Outcomes

In this episode you will learn:

– Some highlights on the ECXO

– The book “Customer Experience Management Field Manual” is structured in short chapters leveraging the experience of the same way on how field manuals from the military were created

– Writing a book is also an experience. Jeff leveraged beta readers from the outstanding CX community to improve his manuscript.

– The book is for everybody working in the CX field. It should stay on your desk as a reference for your daily jobs

… and much more

His book suggestion:
The Best Service is No Service, 2008; B. Price, D. Jaffe

Jeff’s contact details:

• https://www.linkedin.com/in/jeff-sheehan-cxbuilder/
• You can find the book Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program, Jeff Sheehan here:
  mybook.to/CXFieldManual
  

Jeff’s Golden Nugget:

I wrote a book. As I said earlier, it was something I’d always wanted to do. And then it just sort of came together. And now it’s done. I firmly believe that everyone has a book inside them waiting to be written. And so for me, not only did I write a book, but I learned how books get made. And it’s a very interesting thing to learn about. And there’s a lot of sort of stuff I never would knew, just a year ago, I didn’t know.

So I would say to the audience, my nugget is, if you have that book that you’re dying to write, just get started. The process is really easy to turn a manuscript into a book for sale around the world on Amazon. And there’s plenty of help to do that. In fact, I’m able to help self publishing authors with their work, but write your book, create something, it’s a bit of a legacy. It’s got your name on it. Some people will love it, some people will like it, some people won’t. That’s okay. Just launch it. If you have something to say. Say it.

“Everyone has a book inside, which need to be written. Write your book, leave your legacy.” Jeff Sheehan on the CX Goalkeeper Podcast

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Transcription:

Gregorio Uglioni 0:01
Ladies and gentlemen, welcome to the CX goalkeeper podcast. Your host, Gregorio Uglioni. Will have small discussions with experts, thought leaders, and friends on customer experience, transformation, innovation and leadership. I hope you will enjoy the next episode.

Ladies and gentlemen, today is really a big pleasure if Jeff Sheehan with me. Hi, Jeff. how are you?

Jeff Sheehan 0:29
Hey, Gregorio, how are you,?

Gregorio Uglioni 0:32
Good. Thank you very much. And I’m going to really appreciate this discussion. It’s really a big pleasure, because I was reading your book. And now I can talk with you, I can discuss about your book with you. But before we start discussing about your book, and the European customer experience, organization, perhaps you could you please introduce yourself?

Jeff Sheehan 0:56
Yeah, sure. Thank you. And first of all, thank you for, for the book, for reading the book. And I know we’ve shared some comments, and you seem to be enjoying it. So thank you for that. That means a lot to me. Yeah, so I am an American living in Dublin now a few years. And I’ve been working in customer service, a variety of customer service roles for the last 25 years. And, you know, if it really found my niche in this customer experience management aspect of the industry, where really all of my experience with sales, service delivery, support desk, and help desk and technology and digital transformation, and management, consulting, all of those things sort of combining now at a point in my work, where I find it very, very applicable to customer experience management. The book is just something I’ve always wanted to do. And it also happens to be about the customer experience topic, which I feel very, very passionate about. And so So I actually have been working in the Customer Services realm for quite some time. And I’ve always enjoyed that. So

Gregorio Uglioni 2:11
great. Thank you for the short introduction. And perhaps also to start to start a bit the discussion. You mentioned in another interview, something really interesting, you said that you started writing a LinkedIn article, and then it came out to be a book. How was it possible?

Jeff Sheehan 2:30
Well, you know, it’s a great question, because I had read a couple of articles by a gentleman named David jocks, who is a Canadian living in Hong Kong. And he’s a great guy, David and I become friends. But he talked to in one of his articles about CX programs being holistic and integrated. And that was one of the few things I was reading. And there’s obviously so much literature out there about customer experience. Some of its very sort of grand and lofty and platitudes kind of oriented. And some of it is also very specific and very pinpoint specific. But David’s article was one of the first I’d read about being holistic and integrated. So I was starting to write an article with some ideas generated from from things I had been reading and thinking about. And then then the quarantine stuff started to happen here in Ireland. So two things sort of happened at the same time, coincidentally, one was, I had something to say, and I started writing, and I kept writing. And then I had time to convert all this thinking and writing into something more organized into a book. So the two came together. And here we have a book. So yeah, so what I thought was just it wasn’t just take the idea of what to do, but turn it into how to do it kind of a proposition and wrote the book very much. Along the lines of if you are stuck trying to figure out how to do something in your CX program. This is a reference that you can go to and get some ideas and some frameworks that you can make your own, bring it into your organization, and sort of modify them to make them fit into what into your world. And

Gregorio Uglioni 4:20
when a very nice story, and let’s say it’s a bit a similar story that I add, because at the end, it’s also quarantined, started in Switzerland, not such an order Aerobie in Congress, but I was a bit more lazy than you because I said I want to talk with seeds, experts. And during the COVID, the first lockdown of COVID. I started my podcast they see it’s called people because I said I don’t want to sit in front of the television and watch television every evening. Read safe, nice discussion, like today we do and then it started and I got passionate about it and now I am already having data. I developed a cert We started 35th discussion with you while and therefore it’s really interesting. And coming back to your background you said, from the USA, coming to Europe, and perhaps sort of discussing about the European customer experience organization, what does the European customer experience organization mean to you?

Jeff Sheehan 5:23
Well, a couple of things really. So So in my becoming more European process, right. You know, it’s one of the things that I experienced moving to Ireland is, you know, America is a great big market with 330 million people, and it’s so much of our CX storytelling are the examples. And so many CX stories come from the US, you know, it’s apples, Zappos, Disney USAA, you know, etc, etc. So one of the things I personally experienced is how much smaller and more fragmented the European marketplace is. Now I know, and the European Union as a bloc, is the third largest economic bloc on the planet. But individually, and culturally, because customer experience involves cultural dimensions, as well. I found that the ECSO helped me understand the collective European sort of thinking around customer experience management, but also individual markets. You know, I had a conversation last week with a gentleman in Finland, who is the leading CX expert in Finland. And it was a fascinating conversation, and I’m thrilled, you know, still to meet the guy and had this conversation. But that’s a market that’s so much different than the US. So I think it’s very, very important that the ECSO helps find those examples in other markets, where, let’s say there’s something in Finland, that could be taken advantage of in Bulgaria, or Ireland, or Germany, what have you. I think that is, is I think giving voice to that is really, really important. Because there’s people like yourself in Switzerland and all over these European countries that are doing amazing work. And probably not getting the kind of visibility, that tension that other people in your industry, or doing the kind of work you’re doing might benefit from. And I think the ECSO, raising the attention to what’s going on in Europe, collectively, around CX is is a really great idea. So that really drew me in. And, yeah, no one else raised their hand to be the ambassador here in Ireland, and I just jumped on that opportunity as soon as I heard about it.

Gregorio Uglioni 7:49
And I think it’s really a great opportunity, perhaps also to make that understandable. The opportunity to be a member and it’s free of charge of being a member, I will shove the link in the in the podcast notes. But what is the role of an ambassador in Ireland like you?

Jeff Sheehan 8:07
Yeah, great question. And I think first, I want to clarify that the ECSO is not, you don’t have to subscribe, right? There’s no you don’t have to pay, you don’t have to take the test or study or anything like that to become a member. It’s not a qualification. What it is, is a community of CX practitioners. It’s a community that if you have questions or challenges, or you just want to network with folks that are doing similar work, and maybe a similar size market, or a similar industry in a similar size market, etc. The ECSO is established to create and provide that community. As an ambassador, your job is really to encourage membership in the country that you’re the ambassador up. So here in Ireland, roughly five and a half million people, I don’t know how many CX practitioners that would, that we have here, but it’s quite prevalent, you know, the the Irish economy, a lot of prominent companies are had their their European headquarters here in Ireland. And so CX is alive and well. And there’s quite a number of CX consulting firms as well as the big accounting firms that have managed management consulting firms that have their CX practices. So there’s plenty of work here in the Irish economy, but the job is basically create awareness and encourage people to join and and also to provide your own sort of thought leadership and articles and writing and, and that kind of stuff to the ACX platform.

Gregorio Uglioni 9:42
Thank you very much, Jeff, for this great explanation. It’s make understandable for us members. Full disclosure, I’m a member of the European customer experience, organization. What are you doing as ambassador, what are your duties? And what I really liked is you mentioned earlier that we have was a great example in Europe about customer experience doing in the right way. And in our pre discussion in the last meeting, you mentioned one example from Russia. And that’s, could you share this example with us?

Jeff Sheehan 10:15
Yeah. So I came on this, I came upon this example, because I’m a judge in a European customer centricity awards program, which is the first time I’ve ever done that. And I highly recommend it, it’s a pretty eye opening experience to read so many case studies, written by the people, the CX leaders in the organizations, it’s just some amazing work that’s going on out there. And there’s one story that stuck out in my mind, as we as you mentioned, we talked about it the other day, it was from a Russian steel manufacturer, who had done a customer focused digital transformation of an industry that is normally not known for transformational change. It’s no offense to anyone who works in the steel business, but you know, it’s a pretty commoditized, dirty old fashion business model of making, you know, big rolls of steel and big things out of steel. But they, they converted their business by starting to focus on customers and, and what they essentially did is transformed their business model into not just making steel, but making products and services to help people buying steel. And, you know, we’ll go into too much detail on that, but, but it opened my eyes to just how transformative a CX program can be. It’s, it was certainly well beyond doing little things to change a score, right? That was that was not even part of it. It was doing big things around defining customer centricity, and reinventing their business, all centered around what the customers want, how can we better serve customers, and I just, I just thought, if you can do that, in the steel industry, there’s really no limit to what a CX leader can do, or what CX leadership can do, to an organization. So I know that was probably a little vague, and I didn’t name names, but I think that’s okay, it was just an example of something that really, really caught my attention. Just how profound the impact was to a business you wouldn’t think would be so impacted by becoming customer focused.

Gregorio Uglioni 12:34
I think that’s, that’s clear that even if it was an eye level explanation, it make understand that for all of us, sales professionals, are not that it’s not relevant in which industry, you are working, we are in the business, and we have customers, and we need to serve that the customer at the best that we can, because there are quite a lot of opportunities. And even if you are in a monopolistic situation, at the end UF customer and and therefore you need to create these, these these experiences. And I think also coming to your book, customer experience management field manual, the guide for building your top performing six program written by you, Jeff Shi Han. And I think I need to complain but not with you, I will complain with why my with my wife, because I need a bigger desk, because this book needs to stay on my desk. This is not something that I will read once and put in the deck with all the other business books that I have, or university books. But it’s something that I really enjoy reading, because these are shorter chapters. And it’s something that you can really quickly read, understand, it’s really understandable. And then it will stay on my desk because if I need something, I need an idea, I can quickly sift through all the chapters. And I can I can find out what it’s relevant or to get an idea how to proceed with the customer experience transformation, or with one specific topic around customer experience. Before we deep dive into the different chapters. I think the results are nice story behind how you created that and to say also how it’s really see its communities working together as each other. Could you please share how you created this book? Yeah, yeah.

Jeff Sheehan 14:27
So so first of all, thank you so much. That’s a very lovely compliment. And I appreciate that. Gregorio. Yeah, so so when I got the idea was writing this article, and then I got the idea to write a book. I did some research on CX books. And when you know that there’s a lot of CX books out there. There’s dozens and dozens, right. Some are recent, and some are been around for a number of years. And I thought, Geez, you know, two things. What am I going to write about that hasn’t already been written to death about right and Then how will my book stand out from these other books that are all very good in their own right? And the the answer I came up with is, I would, I would take advantage of my previous career. When I, when I graduated university, I went into the US Army for 10 years. And in the military in the US military, we use field manuals, to provide instruction to those all kinds of things, right, whether it’s, you know, how to set up a kitchen in the field, or how to park aircraft in the desert, or you know, how to write a operational plan for, you know, a beach, a seaborne, you know, invasion, all kinds of things have field manuals, big things, and smaller, more specific things. So I thought I would sort of take advantage of the military background and use a field manual format, which was very, very useful for the kind of writing that I intended to do, which was just what you described, that it’s a desktop reference, you can, you can read the book from cover to cover, but you don’t have to, you can just open it right up to the section that is where you have a question, or you’re curious, and read the examples and the frameworks and you know, whatever is in there, and get what you need, close the book, and refer to it later. It’s, you know, for something else, I dreaded the idea that was gonna write a book that would just end up on a shelf, and not be useful. And, gosh, I forgot the other part of your question. Sorry.

Gregorio Uglioni 16:31
How did you create this book, you I followed you several times. And I think this is the topic around our really deceased communities working together.

Jeff Sheehan 16:41
Yeah, so So I had never written a book before. And so I was very much a student of the process of writing a book. And one of the steps I took advantage of is called beta reader, where you find people to come in really critique your book at some developmental stage of the of the manuscript. And so I decided I would do that I had written a pretty good manuscript, I thought, I invited a bunch of people to have a look and give me their feedback. And about 40 people actually did. And they’re all you know, very experienced, CX people that whose names you would recognize, I’m sure. And I got some amazing feedback. And the book is much, much better, because I asked for feedback and which, you know, CX people like to like to give feedback. And I got a bunch of it. And it really did shift the book in so many ways. For example, I got it organized, better, I got the chapters were shorter, things were rearranged in the right order that all kinds of detailed things. And I was very, very appreciative. But but these are people I didn’t know I solicited 143 people around the world. I just asked them, would you would you mind looking at my manuscript, tell me what you think. And 40 people I don’t know, who are all CX. People around the world, I mean, Hungary, Canada, Hong Kong, UK, the US, Latin America, a couple of Mexico was one place. Panama was another place. I mean, all over the place in South Africa. I got feedback. And I was, of course, the feedback was great. And I put that into the book. And in most cases, in nearly all cases, I incorporated something that I got, but what I learned and what was so much more important to me was this incredible community that’s out there, the whole global CX community is really really impressive, very generous, very willing to listen and share very willing to interact, you know, ask you questions and things like that. So it really made me feel very, very happy to be myself a part of this community. And, and, but also to just just experience how much support you can get from complete strangers just because we’re all in the same sort of CX realm. So that was that was really unexpected. Consequence of asking for help, was to really learn firsthand how generous and incredible the CX community is, and anyone listening to this podcast, I would encourage you that if you haven’t engaged the bigger community and seax do it because you’ll what you’ll get back is so much more than than you probably expected. That was what happened to me.

Gregorio Uglioni 19:43
I think sharing is caring. And I know that it’s something that we repeat all the times but this is really what I enjoy from the seeds community is this we support each other to achieve something that we think about to achieve our vision of this customer centered transformation. And it’s not only about the customer, but it’s really also we are in the business. And therefore we understand also the importance of the return on investment, and all this stuff. Basically, what you, you said you applied something like design thinking, you started creating your prototypes, and you share that with with, with customers, and the customer gave you feedback. And basically, one part that it can be also interesting is, what is your target audience?

Jeff Sheehan 20:29
Yeah, the target audience, so the beta readers, I was very strategic. And I said, I want the toughest, most experienced audience, I can find to have a look at my manuscript, and really challenge what I was writing, because I thought if I can get, if I can, if I can appeal to that audience, then I have something pretty good. If they if they tear it apart and tell me it’s, it’s crap, well, then I guess I’ll go back to the drawing board. But the audience, the target audience, is generally folks that are either creating a new CX program, and they just want a sort of guidebook, with ideas to start, you know, a CX program, and what that, you know, what are the parts that would be involved with that program, and so forth. And then, you know, sort of how to how to do each of those parts. So, so starting a new CX program, is one audience, looking at an existing CX program to either expand it, to do more things, or mature it to do things better, or to just improve it in some way, just looking for ideas to sort of have another perspective on on doing what they’re currently doing. And, you know, it’s really, the feedback I’m getting it was really intended for people that are, haven’t been in the business 25 years or 35 years, etc. But for folks that are in a sort of, newer cohort of CX manager, or head of CX, and so you don’t really have much feedback from from in terms of like, where in your career, you know, people are finding it, but it was it was written with really just sort of starting new or what or want to upgrade.

Gregorio Uglioni 22:14
It’s a field manual. And I think everybody can profit from from from this, this, this book. And before I share my preferred chapter props, which was your preferred chapter, or is a chapter that you will remember and you say, these stand out from my personal point of view?

Jeff Sheehan 22:32
Yeah, so it’s a great, it’s like picking your favorite child, right? It’s a hard question for you to answer. But I think I think there were two chapters that really, I was very focused on, I just just the feeling they had about writing them was was, was significant. And so I’ll choose them from that. One was the the mission chapter where this idea of really being intentional, building your CX program to do something specific. To often CX programs are really just reduced to being surveys and scores. And so having a more clarified mission was was something that was really important to me to write about. It my management consulting background, and it also also some, some some field experience I had where we were working, I was working in a CX program, that wasn’t really quite clear about what the goal was, like, we really weren’t sure we could answer the question of like, what is this intended to do? And so, that was a that was interesting. I think my favorite chapter though, is the chapter on customer understanding. I had a very clear image for that chapter illustration, which is a sort of old timey you know, listening posts kind of picture. But what I was the reason I would say it was my favorite is because I took a holistic start to finish approach to voice of the customer understanding customer understanding, that it wasn’t just listening and learning, but there was also action to take. And I created a thing called a I call it the Mickey Mouse chart, where you know, the voice of the customer program is really three interconnected bits of work, you know, listening part which surveys and things like that the understanding part or sorry, I call it learning, which is not just to understand what the what the what the feedback is saying, but to really understand, you know, the complete picture that the emotion, the process, the offering, all those things evolve, and then the action step. Okay, so now that I know all this, so what what do I do? You know, how do I create a gearbox to take action in the organization, especially when that action isn’t under my control? Right, the authority for that action might belong to somebody else who might say not interested because I have other you know, priorities. So how do you handle that? So it was it’s, I think, the longest chapter in the book. It’s, I think it’s pretty comprehensive. But what I tried to do is balance, some technical stuff with some leadership stuff. So that those three, the three legs of that stool, listening, learning and acting, are released makes sense, you know that. And I found it to be an area where a lot of folks had challenges were like, Okay, I did this, we spent a lot of money on a great tool, and a lot more money on integrating other tools to get operational and experiential data combined. We generate, we do a lot of work to generate insights. And when we give the business those insights, they don’t do anything with it. I feel like I’m not really contributing, you know, how do you how do you how do you fix that. So that chapter has some information around that as well. So

Gregorio Uglioni 25:54
it totally makes sense. And basically, I know, I’m also sharing my preferred chapter, but perhaps it’s also in the face that I am. But I really enjoyed the chapter synchronize watches. Because I think and it’s something that I was also discussing with all the CX professionals, companies are discussing about, well, let’s create a strategy, and then we need to see a strategy, and then you have six months to implement it. And this chapter in chapter is really short, but clearly explains that there are tactical steps, but and there are strategic steps. And I think we and I’m not saying companies, I’m saying we also seek professional, we are always mixing up tactical steps with really the strategy behind it. And therefore for me, it really turned out this chapter, to think about what I’m doing in a tactical way to get the budget, the resources, and everything I need to continue with my customer experience estimation, compared to let’s create a strategy, our vision, what we want to achieve in future, and therefore that was what I really stand out for me. And it was really fun. Yeah. And I never read about it in a book in such a way that was really clear focus on the two different levels, and therefore it’s stood out for me.

Jeff Sheehan 27:18
Oh, wow, that’s terrific. I really appreciate that, you know, thank you for the, for the feedback. And, and, honestly, it’s rare that you read something in a business book, or a CX book that talks about that dimension of culture, which is time, right, if you’re in a startup, and there’s a pace to do doo doo doo doo. Or if you’re in a very mature company, where there’s a much different pace, to sort of examine and have the meeting, about the meeting, about the meeting, you know, and all that kind of stuff. So to really understanding, you know, what’s tactical, was strategic, how much time do I have, and the overall expectation of the CX program? You know, some programs don’t get a lot of runway to prove their ROI. And you know, some programs will have years to figure out, you know, how to do it. So, I just wanted to take in that chapter is really designed to say, pay attention to this aspect of timing. Because if you don’t someone else, surely someone else is. And if you’re not delivering what they think you should, as quickly as they think it should be delivered, you’re going to hear about it. And so, so you just factor it into your program.

Gregorio Uglioni 28:33
Thank you, Jeff. And I think we can come to the next chapter, the last chapter of this, of this discussion, not of your book, because we could discuss about your book hours, days and weeks, but perhaps at the end and ask two questions. The first one, is there a book that you say I suggest to the audience to read this book? Clear, there is one prefer that you would suggest? We know which one it is, then perhaps please suggests the second one.

Jeff Sheehan 29:02
Yeah. So that’s a great question. And one of the things that you’ll see and I know you’ve seen it, Gregorio, but I did a lot of research and I have about 60 or so references that in the footnotes, different articles in different books, the one book that stands out I love this book, because it’s so enlightening. And it’s it’s so close to how, you know, my own personal experience in in my 25 years of customer service work. And the book is called the best service is no service by a fellow named Jaffe and it’s JAFFE at his last name. And I mentioned a lot in the book. And of course, it’s it gets cited a lot. But but it’s a counterintuitive idea. And I love that I love ideas that just sort of defy conventional wisdom, which is which is to say, one of the key concepts in the best service is no service is the idea that a service call customer calling you for help is a symptom of something broken upstream, right? And it could be your instructions are not clear, the bill is unclear. parts are missing in the kit that you sent me from the store to put my furniture together. I went online and I got an email. But what they said what happened didn’t happen. So if you if you really start to look at those calls from your customers and the feedback, you know, associated with those calls, you can start to find things upstream like service and product design. And you can fix that or suppliers and manufacturing processes, you could you could you could fix that your own internal processes and systems and tools that may not work together. And you know, customers are frustrated by that. So, that is a great book I recommend everyone read it was published in 2008. So it’s been around a while. And one of the authors, there are two authors. One of them was the Head of Customer Service at Amazon. So yeah, Bill Price. Price and Jaffe Thank you. So, you know, quite a lot of experience in that book. And it’s very easy to read. And there’s some great stuff there.

Gregorio Uglioni 31:16
Thank you, Jeff, I need to mention that I wrote in the customer experience, three book, one chapter. And this is about the value irritant matrix. And I know where this book because this is also my source. And I really enjoyed this, this nine different steps, there are the better explaining. And I think there is a ton of value in this book written as you said in 2008, thinking about everything this already does know how this knowledge or let’s say wisdom, now 15-20 years later with the technology opportunities that we have nowadays with all the data that we have, and also still with the human beings and in the opportunities with these three enablers, technology, data and human beings, you can do excellent stuff. And it’s not always about automation, but it’s about simplification, about not having interaction with the customer is if they’re irritating for the customer, and for the company, more leveraging these, these, these interactions, if it brings value for both the customer and the company, I really love that you mentioned that because it’s also one of my preferred books. And thank you very much for that. Coming to the really last question is the question that I always always ask is, Jeff, do you have something that we discussed, or we didn’t discuss that you would leave to the audience, this is Jeff’s golden nugget,

Jeff Sheehan 32:44
my golden nugget. Here’s what I would say I wrote a book. As I said earlier, it was something I’d always wanted to do. And then it just sort of everything sort of came together. And now it’s done. I firmly believe that everyone has a book inside them waiting to be written. And so for me the the you know, not only did I write a book, but I learned how books get made. And it’s a very interesting thing to learn about. And there’s a lot of sort of stuff I never would knew, just a year ago, I didn’t know. So I would say to the audience, my nugget is, if you have that book that you’re dying to write, just get started. The process is really, really easy to turn a manuscript into a book for sale around the world on Amazon. And there’s plenty of help to do that. In fact, I even I’m able to help self publishing authors with their with their work, but write your book, create something, it’s a bit of a legacy. It’s got your name on it. Some people will love it, some people will like it, some people won’t. That’s okay. Just launch it. You have something to say. Say it.

Gregorio Uglioni 33:53
Thank you very much, Jeff. And as usual, I’m not commenting your golden nugget because it was Jeff’s golden nugget. But I wanted to say at the end, thank you very much for your time, Jeff.

Jeff Sheehan 34:04
Oh my goodness, thank you so much. Gregorio. I really appreciate, you know, a that you have found the book interesting and useful and, and that you’ve invited me to your your podcast. This is great. Thank you so much.

Gregorio Uglioni 34:16
It was a really a pleasure. And I hope that the audience also enjoyed this discussion as much as I did. And to close this discussion. First of all, the book, Customer Experience Management , field manual, please buy this book, put it on your desk, I will ensure to you that you will use it you will enjoy it because it’s full of insights. The second thing I wanted to share is, please don’t forget, we are doing this podcast in collaboration to the European customer experience organization. This is a huge opportunity for me and for the ambassadors to share their knowhow and to spread the word of mouth to participate to the European customer experience organization. It was really a great pleasure. Thank If you’re very much.

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Transcribed by https://otter.ai

⚽️⭐️⭐️⭐️⭐️⭐️ The CX Goalkeeper Podcast ⭐️⭐️⭐️⭐️⭐️⚽️

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