What's better than one thought leader on your show? How about having two join you!

Ann Cosfol is the Founder of Design Mind Consulting and Betsy Westhafer is the CEO and Founder of The Congruity Group. They partner to leverage their company's expertise in understanding customer needs more deeply and then defining strategy and design around those needs.

We cover a lot of ground on this show, with a particular emphasis on B2B and the role of customer experience. Specific topics include:

Creating advisory boards with your customers; not just at the executive level, but also at the user level

UX research and design

Changes in the B2B space as it relates to CX and why this will come back to haunt B2B companies

The impact of COVID on the acceleration of digital and how it will create confusion in the customer ecosystem; it might be happening too fast

Why we need an "Experience Officer" so we don't keep drawing a line between employee and customer experience

Normalizing the language of CX to be more business focused and get out of the jargon trap that is hurting our practice

Great show with two industry pros delivering amazing value to the CX community and the companies they work with every day.

Find out more on Ann: acosfol_AT_designmindconsulting_DOT_com, or Design Mind Consulting

Find out more on Betsy: betsy_AT_thecongruitygroup_DOT_com, or The Congruity Group. Betsy also has a podcast called https://podcasts.apple.com/us/podcast/really-know-your-customer/id1515310420 (Really Know Your Customer) with her partner Tony Bodoh, which is great so check it out!