This episode features a deep discussion on customer experience, knowledge management, AI integration, and leadership insights from the CX community, including highlights from HDI Service World and innovative practices from Southwest Airlines and Nordstrom.

Key topics

• Balance and budget in CX experience design
• The role of heart and soul in customer experience
• Innovative recognition programs like Southwest's QR code initiative
• The importance of peer-to-peer relationships and collective genius
• Knowledge management evolution and AI's impact on data silos
• The significance of governance, psychological safety, and employee ownership in innovation

Resources

HDI Service World Conference - https://www.hdiconnect.org/

Open Service Community - https://openservicecommunity.com

Guests

Sara Feldman - https://www.linkedin.com/in/sarafeldman/

Matt Beran - https://www.linkedin.com/in/mattberan/