Make room for these three trends in the rest of 2020: contact center leaders becoming CX leaders, the shift from moment-in-time to real-time analytics, and putting the customer at the center of everything we do. 

On this episode of CXNext, I interview Nate Brown, chief experience officer at Officium Labs and co-founder of CX Accelerator. In the first part of a three-part conversation, we discussed how CX leaders are coming from the world of the contact center, what makes a good leader, the skills you'll need, and how Nate took this journey himself.

What we talked about:

• What makes a good contact center leader and a good CX leader
• Why rebranding a contact center as a CX center isn't enough to do great CX
• The stages of moving from a contact center leader to a CX leader
• ...and why you should lead CX change more like Gandalf on Mount Doom than like Moses on Mount Sinai.