Carrie Chitsey Wells & Don Peppers talk about Customer Experience innovation and consumer behaviors that have changed in the last few years. He provides great advice for executives on disruption in their industry and how to be proactively thinking about the Customer Experience.

Where is the industry headed with chat bots and why the human connection is critical to great customer service? Listen to find out.

Don shares his views on mobile video connection technology as it relates to HR/Recruiting, banking and other industries.

We talk about his latest book: Customer Experience: What, How and Why Now.