This week Paul Pember is back to talk more about how to actually make substantive changes to your customer experience.

Paul Pember on LinkedIn - trust me, he's a great follow. And here's the link to his newsletter - honestly, it's a must-read for me every week.

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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