Unlocking Brand White Space with CX

Forty-three minutes on customer experience strategy: designing with the end state in mind rather than the next release, merging the digital and the physical, breaking the internal silos that stop a strategy being coherent, and building a KPI tree so there is some way of knowing whether any of it worked. The through-line is the book's — customer experience technology that produces motion rather than progress is the common and expensive mistake.

Not watched in full — this summary is from the episode's own notes. The link below goes to the piece in full.