Jim is a customer experience strategy and innovation leader with over 15 years’ experience designing customer experience at key moments of truth and critical touch points along the customer journey. His experience comes from 14 years at McKesson Corporation, where he led customer support and advocacy, and 4½ years at ADP.
His perspective is that great customer experiences don’t just happen… they are designed with specific intent and purpose. Improving customer experience does not always have to be a daunting or expensive venture. Customer and employee experience can be improved by making a few simple changes to process, behaviors, and communication.
Check out his blog at https://www.DesigningTheDifference.com