When we talk about “experiences” it’s often from a holistic point of view – through the lens of “experience management”, or “XM.” But how do you connect the customer with the employees, or the employees with the brand? One way is through the use of storytelling, which can be particularly effective in building empathy and understanding. Host Steve Walker welcomes Bruce Temkin, head of the XM Institute, for a discussion on how storytelling can build customer empathy and lead to better customer experience.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “story”
Steve welcomes Pat Gibbons, a customer experience professional and senior vice president at Walker, and discusses how storytelling can be a powerful addition to the customer experience professional's toolbox.