On this episode of Conversation: CX, Jeff Sheehan, CX author of Customer Experience Management Field Manual and Principal CX Advisor at JS Consulting, shares his insight into building a high-functioning CX program while combining both theory and practice and the use of data:

• When designing your own customer experience program, what priorities should your business focus on

• How CX can be connected to business value in concrete ways

• How do you turn customer insights into real improvements

About Jeff :

Jeff Sheehan is a CX practitioner, author, and active member of the global CX community. He has been serving clients for over 25 years, with extensive experience in customer strategy and digital transformation management. Jeff is also the author of a CX Management Field Manual published in 2021 (Boston Business Books)

More info:

Jeff Sheehan’s LinkedIn profile

Jeff Sheehan's Book

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