Learn in this episode:

• How the role of CX is shifting from ticket closure toward data curation and strategic storytelling.
• Why learning a little code might be the highest-leverage thing a CX leader can do right now.
• What the music industry's democratization moment tells us about AI, mediocrity, and the people who will actually stand out.
• The difference between what customers ask for and what they need — and why that gap is where great CX leaders earn their keep.

Colin Flanigan is a senior CX leader currently at Networks, with a background spanning HR tech, fintech, and cybersecurity software. He's spent years thinking about the intersection of customer experience, organizational design, and what it actually means to lead support in an era where the tools keep moving faster than the teams using them.

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