Hi, this is Greg Kielstrom. Welcome to season three of the Agile World, where we discuss customer

employee experience, organizational and workforce transformation, and how business can adapt and

continually improve at an Agile age. The Agile World podcast is brought to you by tech systems,

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 in the show,

you can go to my website at theagile.world and read my latest articles or get a copy of my latest

book, The Agile Workforce, now available on Amazon and other retailers. My name is Greg Kielstrom,

and I'm the host of the Agile World podcast. I'm excited to introduce part two of a special three-part

series, as one North leader, Kalev Piekna, returns to discuss some of the finer points of the CX

strategy, brought to you by tech systems, an industry leader in full stack technology services,

talent services, and real world application. Kalev, welcome back to the show.

Thanks, thanks for having me again. Yeah, absolutely, looking forward to talking again.

So first, for those that didn't get to tune into the last episode, can you tell a little bit

about your background and what you do at one North? Sure, I'm the chief strategist at one North,

which is a fancy way of saying I head up the strategy discipline. That's a multi-disciplinary

team that practice, and it includes CX brand technology, data, and UX, all of sub-disciplines

within strategy. Well, let's dive in here. So first, how do you define CX or customer experience

strategy? It's a common question, probably with every client that I work with, it comes up in

some form. I want to break it down into two parts, and actually actually answer the second part

first, which is the one is strategy. That's the big philosophical question that's arguably a

bit harder than defining CX. But the definition I always return to is strategy is relatively simple,

and in full disclosure, I've absolutely plagiarized it from John Lewis Gattas, who is a former

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