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. Today, we're going to talk about the relationship

between customer and employee experience and how successful organizations plan, implement,

and measure this relationship, as well as find ways to successfully improve both of them.

To help me discuss this topic, I'd like to welcome Tanya Thomas, director of customer and

employee experience at Experian. Tanya, welcome to the show.

Hi, Greg. Thank you so much. I'm thrilled to be here.

Yeah, looking forward to talking with you. Let's start talking a little bit about your role at

Experian Health, which is director of both customer and experience and employee experience,

which I think is interesting and in and of itself. But why don't you start by just talking a little

bit about your background and how you got into your current role? Sure, so I'd have to say that

customer experience is definitely my first love. I've been fascinated with just trying to understand

what makes for a differentiated customer experience. Really since the earliest days of my career,

I studied communications in college, so I've also just been kind of fascinated with just humans

and how they tick and progress from roles and sales and training into technology and fintech,

actually I took a job at a startup and had the opportunity to build out all the customer facing

...