Interview with Brian Powers, Chief Customer Experience Officer (CXO) at Brightstar Device Protection, LLC. We cover a range of critical topics, including how CX has changed over the years, the core tenets of customer experience, impact of COVID on customer experience as a practice, what it takes to become a CXO, and technology being used by Brightstar as part of their CX practices.

We also cover "non-gameable" metrics to measure CX performance and how to connect CX metrics with financial metrics. Two critical topics in the customer experience space right now.

Brian Powers is an amazing CX leader and I'm sure you will learn a ton from this episode - whether you're new to the CX space or have been deep in it for +20 years like me...I know I learned a lot from Brian and have even stolen a few ideas!