#115

[@tatianagaber496]

I appreciate Tom's insight on the importance of genuine improvement over just focusing on CX metrics. It's refreshing to hear a different approach to enhancing customer experiences.

[@ronaldloardy7811]

Tom's focus on storytelling in brand strategy is intriguing. Storytelling can be a powerful tool in connecting with customers on a deeper level.

[@YuliiaZoabi]

I agree with Tom's emphasis on adaptability in CX roles - the business landscape is always evolving, and being able to quickly adapt is crucial for success.

[@NazarPavlov-p3v]

It's impressive that Tom has transitioned from a successful design firm to focusing on customer experience. His expertise in human-centered design must bring a unique perspective to the table.

[@sachithsaranga3228]

The idea of making operational changes for better CX before implementing measurement systems makes a lot of sense. Actions speak louder than numbers sometimes.

[@ИринаСоколова-ф2ж]

Transformative change in CX sounds like a big undertaking, but Tom seems to advocate for bold moves in order to truly make a difference in customer experiences.

[@ЮлияЧумак-е2ю]

Case studies and pilot programs seem like practical tools to showcase real CX improvements. I'm curious to learn more about Tom's suggested key elements for impactful case studies.

[@RohailHamzaRohailKhan]

Tom's keynote at the CXM 360 Conference sounds intriguing - starting off without talking for the first 5 minutes is definitely a bold move!

[@SetuSarker-cp6cj]

Shifting from mechanical to ecosystem thinking sounds like a fundamental shift in perspective. I wonder how this approach can benefit organizations in staying competitive.