Bill Schimikowski is the US Customer Experience Lead for Biogen, and a long-time leader in the customer experience space. Bill recently went to Biogen from Fidelity, and was in Financial Services his entire career before moving over to the BioTech.

Bill is one of those practical leaders that is so thoughtful in his approach it leaves you with, "Huh, why didn't I think of it that way?"

And this is one of those shows where we cover a lot of ground, including:

1. Starting up a new CX Team in a new company and Bill's approach to that
2. The emotion behind the experience and the importance of understanding it before you can fix something
3. Bill's transition from Financial Services to BioTech/Pharma
4. How Bill influences culture change from his seat
5. Using employees as a source of innovation and recognizing them the right way
6. the CX Tech Stack

So much rich conversation and advice in this episode. So grateful to have someone of Bill's caliber on the show...a can't miss episode!