Hi, this is Greg Keltstrom. Welcome to the Agile World Podcast, where we discuss customer

experience, employee experience, and transformation in an Agile age. The Agile World Podcast is

brought to you by TechSystems, an industry leader in full-stack technology services, talent

services, and real-world application. For more information, go to techsystems.com.

To read more about the topics discussed on this show, you can go to my website at the

Agile.world and read my latest articles or get a copy of my latest book, the Center

of Experience, a blueprint for creating an experienced led organization, now available on Amazon

and other retailers. Hi, this is Greg Keltstrom, host of the Agile World Podcast. Today we're

going to talk about calculating the value of customer experience and employee experience.

It's well understood that the better data you have, the better the decisions you can make.

This comes into play both internally with EX and externally with customer experience.

In order to do this effectively though, organizations need to tie a lot of systems together. It's

not just a few data points here and there. That's why the Center of Experience that I describe

in my latest book comes into play. It's tying everything from brand to culture, to platform

to environment and many other things together. The benefits of this can be dramatic, however.

David Lynthacum, Chief Cloud Strategy Officer at Deloitte, puts it this way of having access

to near-perfect information, since you finally have a full view of what is happening across

the landscape of both your customer and employee experience. Doing this well, we're going

to touch upon a few things that I've talked about a little bit in previous episodes. First,

let's talk about journey orchestration. In the customer side, before I described how the benefit

of journey orchestration is not only are we optimizing individual channels or tactics, but we're tying

them together, making sure that in this case the customer is getting from the right place or

...