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Season 2 : Episode 5 - "“CX Disruption; The Disruption Mindset” with Charlene Li
On the podcast today, Neal and Paul are joined by author Charlene Li to discuss her latest book, "The Disruption Mindset", which appeared on a recently published list by Qualtrics of the Top 10 that every CX leader should read in 2021.
Charlene will share how the famous Wayne Gretzky saying "Don't stake to where the puck is, stake to where the puck is going to be" is fast becoming the "motto" of the companies who want to love their current and, as well as their future customers as well as the importance of creating, implementing and using a customer empathy map.
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By Fireside Chats Without The Fire
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On the podcast today, Neal and Paul are joined by author Charlene Li to discuss her latest book, "The Disruption Mindset", which appeared on a recently published list by Qualtrics of the Top 10 that every CX leader should read in 2021.
Charlene will share how the famous Wayne Gretzky saying "Don't stake to where the puck is, stake to where the puck is going to be" is fast becoming the "motto" of the companies who want to love their current and, as well as their future customers as well as the importance of creating, implementing and using a customer empathy map.