Welcome to season 4 of the Agile Brand with Greg Kielstrom, where we discuss business

agility through customer experience, employee experience, and digital transformation.

I'm your host, Greg Kielstrom.

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 GregKielstrom.com

and read my latest articles, or get a copy of my latest book, Meaningful Measurement

of the Customer Experience, 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 agility in our systems of measurement, and how we approach

meaningful change in customer experience in an organization.

To help me discuss this topic, I'd like to welcome Desiree Madison Biggs, head of the

U.S. Advisory Services at Theresa Monroe.

Desiree, welcome to the show.

Thanks so much, Greg.

It's great to be here with you.

Yeah, looking forward to talking with you.

First of all, I think the way that you came into the profession of customer experience

is really interesting.

Why don't you share for the audience, give them a sense of your background, where you

started in a career, and how you got into a more formal role in CX?

...