Hi, this is Greg Keltstrom. Welcome to the Agile World Podcast, where we discuss customer

experience, employee experience, and transformation in an Agile age. 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 theagile.world.com

and read my latest articles or get a copy of my latest book, The Center of Experience,

a blueprint for creating an experienced led organization, now available on Amazon and other

retailers. Hi, I'm Greg Keltstrom. Welcome back to the Agile World. Today, I'm going to talk about

brand experience and share some thoughts from my most recent book, The Center of Experience.

This book is a blueprint for organizations to create what I call an experience led organization.

What this means is that both the internal, the employee experience, as well as the external,

the customer experience, are tied together and worked for meaningful improvement for all audiences.

Change is inevitable and often necessary for companies to survive, and we live in a time when,

you know, if your industry hasn't already been disrupted by some new upstart or some new idea,

it probably will be organizations need to be agile. They need to be able to adapt to this,

as well as survive in this age of both competition going through what's usually termed as digital

transformation, as well as embracing experience. In order to do this, they need to adopt this concept

of brand experience. It's not just enough to adopt customer experience and make sure that you have

happy customers, because if the employees that are serving them are not happy, you're not going to

have continual improvement in products, you're not going to have great customer service,

and ultimately those customers are going to be less happy over time. So tying these two things

together becomes so critical. This era of experience that we're in has been brought about by

...