Even though measuring is a considerable part of Experience Management, it's not the only aspect that matters. Doug Rabold (Amwell) is an advocate — and expert — of creating sentiments and building feelings. In this episode, he shares some insights into what experience should be, what Disney taught him, how he connects with others, and what he foresees as the future in Service Management.

Doug Rabold is the Senior Manager of Customer Support at Amwell and Chairman of the Board at HDI. He's a thought leader, author, international speaker, and certified trainer with a vast experience in Customer Experience, Service Delivery, and Sales.