<p>Ian Williams, the Founder and Director of Jericho, joins Tom and Bob to discuss the philosophy and tactics that he has adopted for market segmentation, persona creation, and CX strategy, citing examples from the airline industry. </p>

Ian Williams, the Founder and Director of Jericho, joins Tom and Bob to discuss the philosophy and tactics that he has adopted for market segmentation, persona creation, and CX strategy, citing examples from the airline industry.

<p>Ian Williams, the Founder and Director of Jericho, joins Tom and Bob to discuss the philosophy and tactics that he has adopted for market segmentation, persona creation, and CX strategy, citing examples from the airline industry.&nbsp;</p>

Ian Williams - Managing Director, Jericho

The Tom and Bob Show joins Tom DeWitt, Ph.D. the Director of CXM@MSU and Bob Kiple, MBA, a retired General Motors Global Customer Experience Strategist for interviews and discussions about topics in the world of customer experience management. Tom and Bob also serve as leaders of CX of M, Michigan's Association of Customer Experience Professionals.

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Ian Williams - Managing Director, Jericho

Ian Williams - Managing Director, Jericho