3 Steps to Communicate Your CX Plan with Leaders, Stakeholders, and Outliers

"If you have a customer success job in an organization that isn't interested in customer retention, you need to consider doing something else," says Lucy Norris, Chief Customer Success Officer at Genesys, a technology company that provides solutions for customer experience, marketing, and sales. In today's episode, Lucy and I talk about how they define customer success and customer experience at Genesys, and how she's been leading the CX transformation in the organization.