Hi, this is Greg Kielstrom. Welcome to the Agile World Podcast, where we discuss customer experience, employee experience, and transformation in an agile age.

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My name is Greg Kielstrom,

and I'm the CEO and co-founder of CareerG and

host of the Agile World Podcast. Today we're going to talk about agility in how you

deliver customer experiences. While customer experience always requires a sharp focus on listening and adapting to customer needs, most companies have had to make much larger changes recently due to COVID-19 and the different rules of operation.

To talk about this in more depth, I thought we'd explore an industry that often thrives on interactions in physical spaces, museums.

We're going to explore how a museum was able to adapt its methods of delivering experience in a way that not only serve the temporary needs due to COVID restrictions, but also set the organization up for future success in an increasingly online world.

To help me discuss this topic, I'd like to welcome Craig Langlaw, Chief Experience

Officer of the Berkshire Museum. First, why don't you tell me a little bit about what you do at Berkshire Museum?

Hi, Greg, as always, thanks for having me.

And as my title suggests, it's rather unique in the museum world right now.

You don't see a lot of chief experience officers, but basically we are all about sort of

integrating the museum experience

across multiple platforms.

And that experience could be in the museum,

...