Join Neal and Steve for a walk down memory lane as Steve recounts his CX story. Hear how Steve's background in contact centers and airlines helped shaped his understanding of CX and how important is it to make the customer experience frictionless and the front-line agents' job easy, sounds simple, right?

 

Steve also discusses how, since the 1980s, the CX world has been on a journey of self-discovery, with key metrics being labeled differently and how now, as businesses start to come out of the pandemic, is the best time to be involved in CX.

 

In a highly personal interview, Steve explains the important role that SOCAP played in his professional and personal journey. With deal feeling, Steve shares how the relationships he built in SOCAP and the ability to give back to the community really shaped him as a person.