As a CX leader are you taking on the entire scope of the customer experience? Is your CX strategy aligned with the strategy of the company? Are key business insights getting lost in big data? Are you taking note of the latest trends and what is the risk or benefit to your business? And crucially are you an effective storyteller able to communicate your CX goals to all levels of your organization?

In this episode, Ken discusses all these topics and more with Jaap Wilms, a thought leader in CX with over 22 years of experience. Jaap is the founder and owner of Wilms & Co., which offers master classes on CX, NPS, and business storytelling. He also serves as a sparring partner for corporate companies implementing CX initiatives, providing advice and assistance with strategy and road mapping. Today Jaap discusses some of the pitfalls in the field of CX, including a lack of alignment with company strategy, a failure to stay up-to-date on trends, the damage of poor internal communication, and how focusing only on the customer journey is just not enough. Check out our conversion to learn more…