From Empathy to Action with Riaz Raihan

Since childhood I have been deeply fascinated by the integration of two ideas. The first is how to understand the needs and expectations of others and the second is how to organize engagement with others to exceed those expectations. I embrace the fact that makes me sound like 'geek' but lets call it being an aficionado for the sake of my guest. I discovered later in life that the integration of these two ideas has a name...."Customer Experience Management" or CXM for short. This fascination with CXM has been one of the drivers of my education, volunteer and career pursuits. Which is why I am so excited to share this conversation with you. Riaz Raihan, a fellow CXM aficionado, is the President at Alida CXM. His company essentially enables organizations, big and small, to move more easily from developing deep customer empathy to executing decisions to transform customer experiences, increase their relevance to customers' changing lives and create more value. Riaz and I hit it off 17 years ago when he supported my organization in defining a customer experience transformation. I am grateful for this opportunity to catch up on a topic we are both passionate about.

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