CX professionals extol the importance of empathy towards external customers but often overlook its importance with internal ones - Interview with Jack Springman

Today’s interview is with Jack Springman, a former Associate Director of Optima Partners, customer experience provocateur and new author. After a year-long battle with cancer, Jack Springman passed away on Sept 8th 2022. This podcast was recorded in the early part of August 2022 and in it Jack and I talk about his new book: Customer Experience & Marketing - The Final Rant (free to download). This interview follows on from my recent interview – Customer success professionals should focus on net revenue retention (NRR) to prove ROI – Interview with You Mon Tsang of ChurnZero – and is number 440 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.