Diane Magers has a long career in customer experience. From humble beginnings in a basement business to the Interim CEO of the CXPA, and now her own company Experience Catalysts, Diane discusses what drew her to customer experience in the first place. Always fascinated with human behavior, Diane applied her clinical psychology degree to understand what customers want, and what employees need to deliver that to them. Hear why it is hard for companies to make that leap to change who they are to be more customer-centric, and how they can be helped along the way. Finally, listen to how customer experience has evolved during that time, where it is at today, and where it needs to go in the future.