In our second episode, we discuss this importance of defining a customer experience strategy, what a good strategy includes, the importance of the "CX North Star", and how we help organization's go about successfully defining their strategy. We introduce a new segment, "CX in the News", where we talk about some recent updates in the airlines industry.

On Inauguration Day 2017, our inaugural episode of this podcast focuses on what Design Thinking is and how its used to intentionally design new customer experiences. We also cover some real-world experiences that companies may want to re-think ("Experiences that Suck").

A quick introduction to what our podcast, "This Is CX", is all about.