In this episode, Mike and Paul and joined by Kyle Hutchins, Senior Director and leader of West Monroe's Digital practice, and Nick Hahn, Director in West Monroe's Digital practice, to discuss CX’s impact on an organization’s digital transformation efforts. During the conversation, the group talks about how organizations create new value for customers within rapidly changing environments (thanks to digital enablement), key tips for success, which issues trip companies up in their transformation efforts, potential organizational structures that manage these large transformations (including CX leadership roles), and how to get started within the organization.
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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.