Almost immediately after the first horseless carriages appeared on America's roads, motorists began organizing automobile clubs. AAA formed in 1902 with 1500 members. AAA continues to save the day after a breakdown and making dream vacations a reality for more than 63 million members. The logistics of that aren’t easy, but this episode's guest will provide a glimpse of how the AAA National Office coordinates a complex customer experience program. Host Steve Walker welcomes Bryan Sander, managing director of member experience at AAA and a member of the CXPA board of directors, for a discussion on getting CX work done in a complex environment.

Learn more about AAA at https://www.aaa.com/

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Learn more about Walker at https://walkerinfo.com/