It's been said a countless number of times on this show: customer experience has never been more important for companies today. The pandemic has changed not only how businesses operate, but how consumers are make purchasing decisions. This has provided CX programs an opportunity to make a huge impact on how companies navigate their way through new territory as we start to see the world emerge from the pandemic. Host Steve Walker welcomes back Jay Baer of Convince and Convert to discuss how CX has - or can - make an impact.