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 in 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. Hi, my name is Greg Kielstrom,

and I'm the host of the Agile World podcast. Today we're going to talk about adaptability and

agility in customer experience and how CX is a shared responsibility within an organization.

Tell me, discuss the topic. I'd like to welcome Steve Papis, head of US and CMO at Pan Viva and host

of this podcast at scienceofcx.com. Steve, welcome to the show. Well, thanks, Greg. Thanks for

having me. I've actually been really looking forward to being on your show. Thanks. Yeah,

looking forward to it as well. I know we had a few false starts, I think. So glad we could make

this work. No problem. Looking forward to it. So let's start about talk about adaptability and

agility in CX. So when we did talk earlier and prep for the show, you've mentioned that a great

way to be agile in CX was to put in early warning systems so you can make quick course corrections.

Can you talk a little bit about that and how you've seen it practically applied?

Yeah, you know, it's interesting because every business in the world needs to think about

these early warning systems. And you know, this is a great question to start out with because

it doesn't matter if you're a restaurant. I mean, just let's just take that as an example.

If you're at a restaurant and your food is being delivered, somebody is asking you how the food is.

Somebody is asking you if it's to your liking. It was it cooked properly, et cetera. Well,

...